Managing Difficult Conversations

group training booking button

The Managing Difficult Conversations training course, delivered in Singapore by PD Training, can help managers, supervisors and team leaders be better prepared to undertake discussions with staff which may be considered "difficult" or challenging for some people.  This course is also appropriate for call-center staff who have to manage complaints and/or irate customers. 

Empathy, understanding and having an open, two-way way conversation are necessary qualities that can help you stay in control of difficult conversations before, during and after them, so that you can achieve the desired outcome. This highly valuable and engaging course empowers professionals to handle difficult conversations with ease to achieve professional success.

This Managing Difficult Conversations Training can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.

Contact us today for a group quote.

Learning Outcomes
Course Outline
  • Learning Outcomes - Managing Difficult Conversations

    After completing this course, participants will have learned to:

    • Predict the results of a conversation
    • Establish the intent of a conversation
    • Identify the desired outcome
    • Manage their body language
    • Speak persuasively
    • Listen actively
    • Use probing techniques
    • Ask the right questions at the right time
    • Establish the purpose of a difficult conversation
    • Create a conversation template
    • Create a personalized action plan
    • Use communication skills to influence and control
    • Maintain safety in a conversation
    • Choose an appropriate place for a conversation
    • Understand and analyse the other person
    • Stay in control of the conversation throughout
    Duration: 1 day course


    Managing Difficult Conversations Reviews:

  • Course Outline - Managing Difficult Conversations

    Download Managing Difficult Conversations Outline


    Managers, team members, owners and employees in Singapore need to conduct difficult conversations at some time or another. Although difficult conversations cannot be avoided, they can be successfully managed to achieve positive outcomes.

    Managing Difficult Conversations requires specialized knowledge and skill development because they are tough to handle without it. During this training course, participants develop an understanding of where, when, why and how to conduct difficult conversations.

    The goal of this course is to empower professionals to be in control of a difficult conversation at all stages of it so that they can achieve the desired outcome. It is a necessary skill in the management of human resources, handling of customers, and team management.


    Managing Difficult Conversations - Lesson 1
    • Icebreaker
    • Housekeeping Items
    • The Parking Lot
    • Workshop Objectives
    Managing Difficult Conversations - Lesson 2
    Choosing to Have the Conversation
    • Considering the Consequences
    • Establishing Your Frame of Reference
    • Establishing Positive Intent
    • Identifying the Desired Outcome
    Managing Difficult Conversations - Lesson 3
    Toolkit for Successful Conversations
    • Managing Your Body Language
    • Speaking Persuasively
    • Active Listening
    • Asking Questions
    • Probing Techniques
    Managing Difficult Conversations - Lesson 4
    Choosing the Time and Place
    • Weighing urgency
    • Privacy
    • Consideration
    • Transparency and presence of 3rd parties
    Managing Difficult Conversations - Lesson 5
    Framework for Difficult Conversations
    • What’s Your Purpose?
    • Steps for a Difficult Conversation
    • Creating a Conversation Template
    Managing Difficult Conversations - Lesson 6
    Staying Safe
    • Anticipating conflict
    • Mutual respect
    • Common ground
    • Staying in control
    • When to walk away
    • When things don't work
    Managing Difficult Conversations - Lesson 7
    Testing the waters
    • Practice and review in class
    Managing Difficult Conversations - Lesson 8
    Wrap up
    • Course review
    • Action plan

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training

    Choose the Training Location

    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
Not exactly what you needed? Try other courses in the Management and Supervision Courses Category

Orgmenta logo
Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

Trusted Supplier
Privacy Policy - Terms & Conditions
© 2013 - 2019 Professional Development Training Pte. Ltd