Managing Difficult Conversations

Managing Difficult Conversations

Location: Adelaide

Let's be honest - we've all been there. You know a conversation needs to happen, but you keep putting it off because you're dreading it. Maybe it's addressing poor performance with a team member, having a chat with a colleague who keeps missing deadlines, or dealing with that customer who's never satisfied. These conversations don't get easier by avoiding them, and the longer you wait, the messier things become.

I've spent over 15 years helping managers and team leaders navigate these tricky waters, and here's what I've learned: most people aren't naturally good at difficult conversations, but everyone can learn to handle them better. The key isn't to eliminate the discomfort completely - it's to build the skills and confidence to have these conversations effectively, even when your palms are sweaty and your heart's racing.

This course isn't about turning you into some corporate robot who spouts HR-approved phrases. It's about giving you practical tools that actually work when you're face-to-face with someone who's defensive, upset, or just plain difficult. You'll learn how to prepare for these conversations without scripting every word, how to stay calm when things get heated, and how to guide discussions toward solutions rather than blame.

We'll work through real scenarios - the kind you face every Monday morning. Like when someone on your team keeps pushing back on feedback, or when you need to address behaviour that's affecting the whole group. You'll practice dealing with difficult behaviours in a safe environment where you can make mistakes and learn from them.

What You'll Learn

How to prepare for difficult conversations without over-thinking yourself into paralysis
Techniques to stay calm and focused when emotions run high
Ways to listen actively, even when you disagree with what you're hearing
How to ask questions that move conversations forward instead of making them worse
Strategies for finding common ground when positions seem completely opposed
Methods to follow up effectively so issues actually get resolved

You'll also discover how to recognise when someone's being defensive versus when they're genuinely confused or upset. There's a big difference, and knowing which you're dealing with changes your entire approach. We'll explore how to give feedback that people can actually hear and act on, rather than feedback that makes them shut down or get angry.

One thing that surprised many participants in past sessions is learning that handling office politics often comes down to having better difficult conversations. When you can address issues directly and diplomatically, you spend less time dealing with the whispered complaints and behind-the-scenes drama that make workplaces toxic.

The Bottom Line

By the end of this course, you won't magically love having difficult conversations, but you'll stop avoiding them. You'll have a toolkit of techniques that work, and more importantly, you'll have practiced using them. Participants often tell me the biggest change isn't just in how they handle formal performance discussions - it's in how they navigate everyday workplace friction before it becomes a major problem. When you can address small issues early and directly, you prevent them from becoming the big, messy conversations that keep you awake at night.