Hard-to-have Conversations
Engage with sensitivity. Develop your capability to approach difficult conversations with tact, clarity, and empathy.
Course overview
Courageous, difficult, and hard-to-have conversations are where there are differing opinions, perceptions, and needs/wants; feelings and emotions run strong, and the consequences or stakes are significant.
Whatever you call them we often will avoid or delay having them. And for some of us, we can’t avoid them as we get to have them every day.
This is a one-day interactive course. There will be lots of opportunities to practice using the skills you are learning. There will be a minimum of six and maximum of 16 participants.
In partnership with
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What you'll learn
- Have a clear plan to approach difficult conversations
- Ask the right questions to get the information you need
- Clearly and concisely communicate important information
- Be assertive without tipping into aggression or passivity
- Say ‘no’ and still keep them listening
- Deal with difficult questions or comments effectively
- Manage challenging responses with dignity and respect
- Have greater self-awareness into your own communication style
- Adjust your communication style to suit the situation
Course modules
- Setting “Well-Formed” outcomes for each difficult conversation, and knowing when you’ve achieved those outcomes
- The Q&A model – for gathering all the information you need and helping others feel heard
- The Framework – planning and sharing the important information
- Perceptual Positions – previewing all perspectives before beginning in order to understand each position more clearly
- Building rapport – creating a climate of trust and facilitating more honest conversation
- Personal resilience – tips and tricks to staying resourceful before, during and after tricky conversations
- Attitude and Mindset – of respect, recognition, reassurance and responsibility.
- Being assertive – the quality of being self-assured and confident without being aggressive
- The agreement frames – a strategy to redirect a person’s argumentative energy rather than attempting to overcome it
- Difficult questions or challenges – tips on handling these more easily; in a way that preserves your dignity and theirs
Further Information
Format
This course is delivered as a full-day in-person workshop at our Wellington venue. It includes a mix of facilitator-led sessions, small-group exercises, and whole-group discussion. Group size is limited to 16 participants to ensure meaningful interaction and personal feedback. Morning tea and lunch are provided to support networking and collaboration.
What You'll Receive
You will receive a digital certificate of attendance and a Wellington Uni-Professional digital badge. These include the Continuing Professional Development (CPD) hours completed, making them suitable for recognition by professional organisations and employers.
Here's what others are saying
“Great course, with skills and tricks that I’ve learnt that I’ve used numerous times already in the last two weeks. Very much recommend this to anyone.”
“This course helped me enormously and I will continue to use these models in my work and everyday life.”
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