Managing Difficult Conversations Training

Customised and delivered Australia Wide including Sydney, Brisbane, Adelaide, Perth, Canberra, Melbourne, Parramatta, Geelong, Gold Coast.

In the workplace, conversations are always seen as opportunities for virtually anything: getting a business deal going, making connections and contacts that one can use in the near future, and more importantly, succeeding in a sales pitch. However, problems can occur in a conversation: customers might end up being too skeptical about the product, bombarding professionals with question after question, or worse, becoming too irate for common persuasion techniques. The latter, in particular, is the absolute worst case scenario for any context in the workplace, as it can mean the loss of a potential colleague and discourage thousands of customers, resulting in lost profits. It is therefore necessary for professionals to learn how to handle the more difficult aspects of a conversation, and such is the backbone of this training course. Here, participants will be sure to learn not only how to reassert control over the most difficult conversations, they will also learn how to prevent such situations from happening. For this, they will learn things such as stress management, objection handling techniques, the basics of customer service, questioning techniques, body language and many others, guaranteed to help professionals regain control in the most difficult of situations.

In every conversation, there will always be disagreement, and some of these disagreements could become catastrophes that will not only result in a failed sales pitch, but a loss of hundreds and even thousands of potential customers. Our awareness of these effects has resulted in the creation of this training course, which focuses on preventing and curing difficult conversations via discussions on body language, stress management techniques, questioning techniques and so much more. Not only that, we also allow for the creation of customised training sessions aimed at addressing the most specific needs. Should you require assistance or further information regarding our services, please contact us and we’ll be more than happy to help out!

Managing Difficult Conversations

Lesson 1

Course Overview

  • Getting To Know
  • About the Workshop
  • Learning Objectives
  • Personal Objectives

Lesson 2

Choosing to Have the Conversation 

  • Considering the Consequences
  • Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome

Lesson 3

Toolkit for Successful Conversations

  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques

Lesson 4

Choosing the Time and Place

  • Good Meeting Place

Lesson 5

Framework for Difficult Conversations

  • Seven Step Framework for Difficult Conversation
  • Creating a Conversation Template

Lesson 6

Staying Safe

  • How to Handle Conversation

Lesson 7

Testing the Waters

  • Difficult Conversation Role Play

Lesson 8

Workshop Wrap-Up

  • Personal Action Plan
  • Recommended Reading List
  • Course Evaluation
  • General Evaluation
  • Final Thoughts
Additional Modules and Sample Sections

Stress management

The first factor in any difficult conversation is stress. For example, when customers become too unruly or aggressive in either their questioning or general attitude towards their conversational partner, they can very quickly damage a professional’s composure, resulting in a lost sales pitch. Even worse, stress doesn’t necessarily have to come from the other side; professionals can end up being too stressed to start a sales pitch diplomatically, resulting in introductions that could be misconstrued as rude. Therefore, it is necessary to address stress at the onset through stress management techniques such as breathing exercises and even its more subtle forms such as changing entire mindsets to guarantee resilience even in the most difficult kinds of situations. By the end of this training course, professionals will be able to address any kind of questions and the most aggressive of attitudes with a calm mind, which will ultimately result in greater productivity within teams and profits for your company.

Objection handling techniques

Professionals are often required to be as persuasive as possible when initiating conversations of any kind from sales pitches, business negotiations, to even job interviews and applications! In fact, this is pretty much human nature itself: you’re probably thinking about the last time you persuaded a friend to go out with you just moments or days ago, a work collegue to get you something, or sell a personal idea of yours. However, as one eventually learns in life, not everyone is going to agree with your proposals. In fact, some of them might even resort to yelling just to double down on their disapproval, and in each case, there will always be negative effects. At the onset, it can diminish a professional’s desire to propose anything, and it can ultimately result in a loss of profits and future customers. However, a lot of these cases can be prevented and even overturned via careful conversational management. As a result, it is necessary for professionals to learn objection handling techniques to help them not only regain control of the most difficult conversations, but ultimately develop a crucial edge that employers and companies would be very happy to compete for.

Basics of customer service

While professionals are often aware of what to do according to their bosses’ instructions, it can be very difficult for them to appreciate the very nature of their work, and in such cases, it almost always begins with the question: “What are we doing all of this for?” This difficulty can impede a professional’s productivity by not having their heart on their work, and therefore not taking tasks and conversations seriously. In fact, this difficulty can even spread throughout teams, resulting in ultimately lowered productivity and worse still, employee attrition. It is therefore necessary for teams to learn the purpose what they’re doing. Our trainers will help staff realise that work isn’t just about earning through relentless hard work, but ultimately about providing the best customer experience possible and increasing the quality of life of everyone under their command. Viewed in this regard, professionals will be sure to understand the full extent of their responsibilities and be given the incentive to work ever harder. This is what we shall ultimately impart to them via our discussion on the basics of customer service.

Questioning techniques

More often than not, difficult conversations arise due to various misunderstandings, such as being poorly-explained or a failure to properly display their products’ merit in the fullest possible extent. Specifically, professionals have to ask questions such as “How do I make this product click with this particular customer?” For such questions to be answered, therefore, it is necessary to ask customers themselves through effective questioning techniques. Proper execution of these techniques will ultimately result in longer, more productive conversations that will not only ensure the success of a sales pitch, but the loyalty of the customer in question. We discuss the different types of questioning techniques and how to use them for control and information probing.

Body Language

As said before, difficult conversations can be prevented via a thorough understanding of a customer’s disposition. This much requires knowledge of not just asking the most pointed, sensible questions, but also knowledge of body language and how people use these to ultimately display emotion. Once this much is realised, professionals will be able to guide the flow of conversations by shifting tactics halfway through conversations or sticking with their original techniques. In other words, our discussion on body language will ultimately result to a flexibility in conversation that professionals will ultimately need to help persuade even the most difficult of customers.

Customised Training Session For Teams (Included No Charge)

When you choose a customised training session, we redesign the material, change modules, style the material differently with images and questions, and make sure your needs and objectives are covered. Your employees enjoy a better session as they can feel more connected to it and you are better informed with relevenat material. We also provide this service at no cost for you so you are assured of a great session. Contact us for more details.

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

Have you been looking for the perfect course or perfect fit for your team? Not every course is created equal. Learn more about our creation process  and workbook development team. We can build your very own workbook to make sure we tick off every need or objective with a workbook and manual that looks the part. We have a team of researchers, developers, designers and content writers. Contact our team for more details and pricing on the Content Creation service.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

Paramount Training and Development offers learners the option of one-on-one assistance sessions online at any time. Coordinated sessions with multiple learners from across the territories are also available and in some cases are encouraged as multiple learners interacting with the content usually create more productive and fruitful activities. We give you the ultimate control over these sessions as part of our educational focus to provide learning in a range of options.

Get Information or Quotation For Your Team

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