Handling Difficult Conversations

Overview:

This practical, skills-based training is designed to equip you with the tools and confidence to have effective and respectful conversations — even in the most challenging situations. Whether you're leading a team, working on the front line with customers, or managing key stakeholder relationships, this training will help you communicate with clarity, empathy, and impact.

The skills you’ll develop are valuable not only in the workplace but in any situation where communication can be tough.

This training is ideal for:

• Leaders and managers

• Customer-facing professionals

• Stakeholder and relationship managers

• Anyone looking to strengthen their communication skills in high-stakes interactions

What you’ll learn

• Mindset

  • Explore how our mindset shapes our conversations — and how to shift it for more constructive engagement

  • Learn how to support and influence mindset change in others

  • Practice reframing to redirect conversations productively

• Reflective Listening

  • Master the foundational skill of making others feel heard and understood

  • Use reflective listening to manage conflict and de-escalate emotionally charged situations

• Managing Resistance

  • Gain practical techniques for recognising and navigating resistance

  • Learn strategies to keep conversations moving forward, even when others push back

Think this training could be right for you?

Take the next step toward meaningful change. Reach out to Brenda to explore how this program can support your goals.