Training - Victoria, How to Have a Difficult Conversation

Dealing with difficult peopleWho should attend?

Those people where their daily activities include contact, whether it be face to face or telephone where a potential exists for conversations to escalate and become conflictual.

Key learning outcomes

• Define the concept of conflict and explore the impact of assumptions/ perceptions on specific conflict situations.
• Develop an understanding of how we respond to conflict and what motivates others.
• Become more self-aware of how we might inflame a conflict situation through our words and actions
• Identify the factors contributing to the possible causes of conflict and the barriers to resolution.
• Outline the different levels of escalating conflict and the most effective approaches to conflict situations.
• Understand the appropriate ADR process to use in specific conflict situations.
• Practice listening skills to establish a more positive relationship
• Explore value systems and how this impacts our life experiences and interactions
• Explore the use of communication styles in reducing anxiety and stress around people we see as difficult
• Explore the role that mental health may contribute to conflict.

Public courses and In-house training

We provide public courses where anyone may attend on our set training days. Click here to view upcoming course dates.

We are also able to provide in-house courses for organizations, community groups, schools etc. Feel free to request a quote by emailing;


contact Fred Stern on 0412 102801.