Mastering the Art of Difficult Conversations

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.

Learning Outcomes

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

What attendees have said

“It was great partnering with SOCAP for our internal ‘Courageous Conversation’ workshop. The trainer went through a range of skills and techniques but he really excelled when it came to listening. He really listened to the participant’s concerns and used the whole group to assist in addressing these concerns. The skills practice afterward really cemented the learning. We have even been practicing with each other this morning! Thank you so much for the session! – Deb Gallo, L&D Manger, UTS Insearch “


Who Should AttendProgram Theme 
This program is designed for Intermediate participants
who have general experience in customer experience,
consumer care and complaints management roles, who
have been working in the industry for more than 12 months
and are looking to extend their professional skills and
Participants with Rising Star skills are also advised to
attend to extend their professional skills and responsibilities.

Consumer Behaviour and Wellbeing



Members (three or more SOCAP members from one company) $627 per person.
Members $697 per person
Non-member $808 per person

Register Online or Call 02 8095 6426 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. Call us on 02 8095 6426 or email