Difficult conversations training

Master the conversations that matter – with confidence

Introducing ‘Navigating Difficult Conversations’, a 6-hour course for inhouse teams. In just one day, we unpack proven strategies to master the conversations we all prefer to avoid. After this course, your people will have the skills and confidence to lean into these uncomfortable encounters with confidence – and achieve the outcomes they seek.

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Why your team needs to master difficult conversations

Like it or not, difficult conversations are a normal part of work and life. 

Whether it’s providing negative feedback, receiving negative feedback or responding to an angry customer, the emotions in these conversations are typically heightened – and challenging to manage.

But by learning how to lean into the emotion with respect and empathy, your team will turn the conversation from potential relationship breakdown into productive problem solving.

By equipping your team with the skills and confidence to master difficult conversations, your organisation will:

  • Establish itself as a great place to work for and with 
  • Build a collaborative and cohesive workplace culture
  • Uphold an enviable reputation with internal and external stakeholders
  • Save time and costs on potential dispute resolution 

Who is this course for?

Navigating Difficult Conversations will provide value to staff across your organisation, including:

  • Managers and leadership teams
  • Sales and marketing teams
  • Admin, support and customer service staff
  • Technical advisors and consultants

And the course is for diverse learners too; people of all backgrounds will improve their ability to approach difficult conversations with respect, tact and empathy.

  • Nicole ran a workshop for our team, and it was fantastic, very insightful, and engaging. It also included some real relevant snippets of gold and processes that we can use in our day-to-day work. Thanks Nicole!

    Nick LewisGeneral Manager

    Nick Lewis

  • Nicole is always a pleasure to interact with. She provides an abundance of useful examples and strategies to approach different scenarios; be it negotiation, conflict or complex scenarios that we can find ourselves in, in both business and life!

    Aysh MalhotraManager

    Aysh Malhotra

  • The insights and practical techniques I gained have significantly improved my ability to navigate challenging discussions with confidence and grace. I'm grateful for this valuable learning experience and would highly recommend it to anyone seeking to enhance their communication skills.

    Jay LeeTax Manager

    Jay Lee

What does the course cover?

This course will empower your team to:

  • Have difficult conversations with greater ease
  • Address challenging situations before they escalate
  • Build relationships through effective conflict management

Want a detailed Program Outline? Please get in touch.

How is the course delivered?

We run this workshop face-to-face. As always, it will be:

  • Relevant: Your course will be tailored to your training objectives and team’s specific communication needs.
  • Inspiring: Your team will walk away with a new perspective, more confidence – and loads of new skills!
  • Interactive & engaging: A great morale booster, your team will enjoy the practical activities, interaction… and leave feeling more connected to each other.
  • Flexible: Delivered at your office on a day and time that suits you.

Quick-fire FAQs

Who will be the facilitator at our workshop?

At CSA, all our facilitators are subject matter experts in their fields. The course is presented by Nicole Davidson who has been delivering training in the area of negotiation, influence and conflict resolution since 2011. 

An accredited mediator, qualified lawyer, insolvency practitioner and negotiation adviser, Nicole regularly works with clients to achieve optimal outcomes in extremely challenging situations. In 2022, she was named Mediator of the Year at the Australian Law Awards.  

So who would you rather spend your dollars on? A trainer who simply conveys the information? Or an experienced practitioner who lives and breathes it?

What’s the maximum number of participants per workshop?

We cap face-to-face sessions at 15 people – as groups any larger than this reduce opportunities for interaction and feedback.

So if you have more people to train than this, please ask us about our special rate for multiple workshops.

What will our team learn?

Please contact us for a full Program Outline. In the meantime, here’s a small taster:

  • Understanding the dynamics of conflict
  • Preparing using the conflict ladder
  • Managing emotions
  • How to structure a difficult conversation
  • Techniques for solving the underlying problem

But let us stress: we will tailor the workshop to your precise needs. So please take the program outline as a guide only.

What is the structure of the sessions?

Workshops are always fun, engaging and interactive.

Our workshops are hands-on and activity-based. We encourage lots of dialogue and discussion – and work hard to get everyone involved. We create a safe environment where even introverts feel comfortable to share their thoughts.

What do we get for our investment?
  • Fully customised course material including scenarios that simulate common challenges within your organisation. This includes the opportunity to trial communication strategies and get immediate feedback.
  • A 25-page workbook for each participant (also a valuable reference long after the workshop is over)
  • A handy one-page checklist for your team to keep by their side whenever to support them to communicate effectively when they write or speak.
How do you charge?

We charge a fixed fee for groups of 15 people, not per head. That’s why we always encourage our clients to take advantage of all spots for maximum value.

And remember: all workshops are tailored to your needs at no added cost.

Please contact us for a customised quote for your workplace.

Do you offer a credential for this course?

Yes! All your team members will be entitled to a Credly digital badge after they complete this course. At the end of the session, we will send a digital badge to each participant via email. They can then display the badge on their LinkedIn profile and on any other places they wish.

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Communication works for those who work at it.

– John Powell