Managing Difficult Conversations in Zagreb | Personal Development in Zagreb

Managing Difficult Conversations Training Course Outline

Module 1: We Need to Talk

• Delivering Bad or Sad News 
• Dealing with Rude or Disrespectful Behaviour 
• Dealing with Bad Behaviour or Poor Performance
• Saying ‘No’

Module 2: Avoiding Conversation at Own Peril 

• Complaining: Surest Sign of Avoiding
• Avoiding

Module 3: Nail the Real Issue

• Finding Out the Real Issue 
• Problem or No Problem: Just Think Before You Speak
• Setting Expectations

Module 4: Establishing Your Goal

• Clarify a Productive Goal
• Backup Plan

Module 5: Resist Temptation

• Lose the Urge to Control the Other Person
• Top Tools to Recall: Resisting Unproductive Goals

Module 6: Designing Your ABC Message

• Nuts and Bolts of the ABC Method
• ABCs in Action
• Top Tools to Recall While Designing Your ABC Message

Module 7: Delivering Your ABC Message

• Anticipate Their Reactions
• Unhook Emotionally
• Story of Support
• Setting the Stage
• Top Tools to Recall: Delivering Your ABC Message

Module 8: Remembering That It’s a Talk and Not a Lecture

• First Step in Listening: Shut Up
• Good News: Listening Can Be Learned
• Tools to Become a Better Listener
• Ask Good Questions
• Acknowledge the Other Person
• Clarify If Needed
• Top Tools to Recall: Listen Instead of Lecture

Module 9: Dealing with Defences

• What is Defensiveness Really About?
• Defensiveness: Attempt to Undermine Your Perspective
• What Not to Do?
• Cut Them Some Slack
• Final Caution
• Top Tools to Recall While Dealing with Defences

Module 10: Managing Freak-Outs

• Basic Instincts
• Fight, Flee, or Fold
• Battle Your Basic Instincts
• How Can You Diffuse Talking Time Bombs?
• Top Tools to Recall While Fizzling Out Freak-Outs

Module 11: Tools to Stay Cool

• What to Do if You Can’t Handle Heat?
• Top Tools to Recall for Staying Cool

Module 12: Tell Me More

• Why Do These Techniques Work?
• Top Tools to Recall: Advanced Listening Skills

Module 13: Respond, Do Not React

• Resist the Urge to Respond Defensively
• Learning to Respond Powerfully
• Wrap It Up!
• Top Tools to Recall: Responding Powerfully

Module 14: Ultimate Power Tool

• Being Genuine is Key
• Simple Tools for Relationship Building
• Helpful Hint: The Right Time for Appreciation

Who Should Attend this Managing Difficult Conversations Training Course?

The Managing Difficult Conversations Course in Zagreb is tailored for individuals who want to navigate challenging discussions with confidence and effectiveness. This course is essential for professionals across various roles who encounter tough conversations in the workplace and seek to improve their communication and conflict resolution skills. Many professionals can greatly benefit from attending this course, including:

• Managers and Supervisors
• Mediators and Conflict Resolution Specialists
• Human Resources (HR) Professionals
• Team Leaders and Project Managers
• Customer Service Representatives
• Business Owners and Entrepreneurs
• Healthcare Professionals
• Educators and Counsellors

Prerequisites for the Managing Difficult Conversations Training Course

There are no formal prerequisites for this course.

Managing Difficult Conversations Training Course Overview

Managing Difficult Conversations Training introduces delegates to strategies for handling challenging interactions professionally. It explains how clear communication, empathy, and structure help resolve conflict and maintain positive working relationships.

This training supports professionals who regularly manage sensitive discussions. It builds the ability to address performance issues, provide constructive feedback, and navigate conflict confidently across leadership and customer-facing roles.

This 1-Day course offered by The Knowledge Academy enables delegates to apply difficult conversation techniques with confidence. Through focused learning, delegates gain skills in communication, emotional intelligence, and conflict resolution to manage tough situations effectively.

Managing Difficult Conversations Course Objectives

• To understand the dynamics of difficult conversations
• To develop effective communication strategies for challenging situations
• To enhance skills in empathy and active listening
• To learn techniques for de-escalating conflict
• To practice providing constructive feedback in sensitive scenarios
• To foster a positive approach to resolving conflicts and misunderstandings

Upon completing this Managing Difficult Conversations Training, delegates will be better equipped to manage difficult conversations in a professional and constructive manner. They will leave with practical skills that enable them to approach challenging interactions with confidence, leading to more effective communication and stronger relationships in the workplace.

What’s Included in this Managing Difficult Conversations Training Course?

• World-Class Training Sessions from Experienced Instructors
• Managing Difficult Conversations Certificate
• Digital Delegate Pack