Course Description:

This course helps participants understand the psychology behind challenging interactions and equips them with practical tools to handle them effectively. By building self-awareness, managing emotional responses, and applying structured communication techniques, participants will be able to navigate difficult situations with confidence and create more constructive, open, and trusting working relationships.

Learning objectives:

At the end of the training course the participant shall be able to:

·      Identify common challenges in difficult conversations

·      Explain emotional and psychological dynamics in communication

·      Recognise personal communication patterns and triggers

·      Apply structured frameworks for difficult conversations

·      Demonstrate active listening and effective questioning

·      Analyse workplace scenarios and select appropriate responses

·      Adapt communication style based on context and individual needs

·      Evaluate the effectiveness of communication strategies

Sections

Section 1: Understanding Difficult Conversations

Section 2: Why Conversations Become Difficult

Section 3: Self-Awareness & Your Conflict Style

Section 4: Emotional Intelligence in Conversations

Section 5: Difficult Conversations in Hybrid & Remote Work

Section 6: A Framework for Difficult Conversations

Section 7: Core Communication Skills

Section 8: Handling Reactions & Conflict

Section 9: Building a Culture of Open Communication