Handling Difficult Conversations at Work - Sydney Course

Learn how to handle people who are challenging and difficult through this interactive and practical workshop. Ideal for employees who come into contact with external and internal individuals.

Explore topics and techniques and use these to apply to your own situation. Recognise and understand behaviours, learn what to say and how to say it, find out strategies on how to reach an agreement, and learn how to find better alternatives to handle negative behaviour.

The facilitator will use case studies, a questionnaire, personal and participant examples, group discussions/individual exercises to assist you how to become more confident, less stressed and more capable in dealing with difficult clients.  

Macquarie Community College operates from a range of venues across northern and western Sydney. We have campuses in Blacktown, Carlingford, Chatswood, Epping, Mt Druitt, and Ryde. Enrol now!

Course Outline

In this course you will:

• Learn the levels of conflict tool
• Learn the ability to recognise flight, fight and flow behaviours 
• Learn what to say and do when engaging in a difficult conversation
• Understand different behavioural styles
• Know when to escalate a difficult conversation to management
• Learn assertiveness exercises and case studies
• Learn strategies on how to reach an agreement
• Find better alternatives to handle negative behaviour
• Learn how to debrief after a difficult incident
• Have a personal learning contract – how you can learn from having a difficult conversation

Course Outcome

You will be able to be confident in handling difficult conversations, be less stressed and more capable in dealing with difficult clients.

What to Bring

• A notepad and pen
• No textbook required
• Comprehensive course notes provided

Prerequisite: Desirable

• This level is for the complete beginner.

Delivery Mode

• The class is delivered in a classroom.

Macquarie Community College operates from a range of venues across northern and western Sydney. We have campuses in Blacktown, Carlingford, Chatswood, Epping, Mt Druitt, and Ryde. Enrol now!