Courageous Conversations for Complaints

No one likes to have difficult discussions or raise topics that may make us, or others uncomfortable, and in fact, it’s quite normal for us to dislike conflict and avoid challenging situations. However we are not doing our own organisation, internal departments, employees, colleagues, customers and even clients any favours when we avoid these discussions.

In the complaints setting where we frequently need to discuss difficult topics Courageous Conversations are regularly required. It takes courage, skill and technique to ensure that these exchanges end up being productive delivering outcomes for your organisation.

This workshop explores how to have Courageous Conversations that are effective and produce results. You’ll learn a proven model that will enable you to deliver bad news, discuss poor performance, influence others and provide feedback.


At the end of the workshop participants will be able to:

  • Quickly build and maintain rapport to ensure messages are transmitted accurately
  • Avoid typical mistakes people make when raising uncomfortable topics
  • Manage nerves and anxiety during Courageous Conversations
  • Explain what collaborative communication is and why it is so effective
  • Avoid emotional hooks that provoke and enrage
  • Use specific techniques to mitigate emotional responses
  • Give negative feedback in a constructive manner
  • Effectively deliver bad news
  • Receive negative feedback graciously
  • Negotiate for productive win-win outcomes



Anyone who struggles to discuss difficult issues effectively.

Methodology:  The session is highly interactive.  Real life issues are identified and workshopped to ensure relevance.


Mark Moore who has facilitated more than 1000 interpersonal influence workshops and is the author of the Book “Ignition – Don’t Fire Them, Fire Them Up”.

Mark specialises in performance management, communication skills and influencing skills and has more than 24 years Training and Consulting experience. Mark has worked for many of Australia’s largest companies including Optus, Ford Motor Company, Ericsson Australia, Medibank, The Fosters Group and over 20 government bodies. At Optus he was responsible for management development across Victoria and South Australia for four years.  He recently published his first book titled “Ignition – Don’t Fire Them, Fire Them Up: Practical strategies to help staff excel”.


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Members (three or more from one company) $620 per person.

Members $690 per person

Non-member $800 per person

Register now

Call 02 8095 6429 for more information

Can’t make the dates, no problem – we can come to you

Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Ask us for a tailored proposal for your team’s training.