Handling Difficult Conversations Well

Learn to tackle your most challenging conversations and use collaborative communication techniques to improve relationships, resolve issues and manage conflict.

  • Understand the mental models that underpin competitive and collaborative conversations.
  • Identify the key turning points for difficult conversations.
  • Establish safe and respectful conditions for better conversations.
  • Utilise the skills of collaborative communication in a variety of situations.
  • Understand how difficult conversations can be used to build a collaborative culture.
  • What is covered in the course?

    • Why difficult conversations arise.
    • The difference between competitive and collaborative conversations.
    • Dealing with emotion.
    • The two things that everyone objects to.
    • Managing the three R's of conflict.
    • How to say no when they want to hear yes.
    • How to raise an issue without raising the temperature.
    • Choosing better words: collaborative communication techniques.
    • Building a collaborative culture: using collaborative conversations to improve relationships and resolve important issues.
  • Should I attend?

    Ideal for leaders and professionals looking to improve building collaborative communication skills.

  • How will I benefit?

    In this program, you will look at how ‘difficult’ conversations arise, how they differ from ‘normal’ conversations and how you can use collaborative communication skills to build relationships, reduce conflict, increase learning and improve outcomes.

  • How will my organisation benefit?

    Conversations in your workplace will be managed in a different way, as you approach conflict with a collaborative mindset.

    Need customised training for your organisation?

    Contact our team to discuss customising this course to meet your needs.


  • AQF Equivalence, Articulation Pathways CPD Points and Certification

    • You will receive a soft copy University of Adelaide Certificate of Completion.
    • This PACE course may contribute to earning Continuing Professional Development (CPD) points or credit. Many professional associations accredit CPD at a standard rate of 1 hour of professional development / learning = 1 CPD point. This should be used as a guide only and confirmation should be sought from your accrediting body prior to registration in any PACE course or program.
It was very beneficial to discuss ideas and issues in a group and then being able to brainstorm the best way to approach these issues in the future.past participant

What will I receive as part of this course?

  • Printed course book and materials (PDF copy for tablet on request)
  • Certificate of Completion and training record
  • Refreshments during the day, including a light lunch on full day courses

What should I bring to the course?

Our courses are designed to be work-related and interactive. Please bring current workplace examples related to this topic for use on the day.

What further development can I do?

We recommend Negotiation Skills or Performance Management Essentials.

Want to do this course online?

Handling Difficult Conversations Well Online.

Available course dates:

No dates for this course are currently being offered. Please register your interest for future dates by emailing pace@adelaide.edu.au