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Soft-Skills Training

Handling Challenging Discussions
How to turn a problematic conversation into an effective dialogue

Duration of the course: One day

Course Introduction

The workplace is a complicate place; it is impossible to live a life without discussions, confrontation and sometimes unwanted conflicts. For various reasons very often, discussions and confrontation may turn to be very challenging. The way you communicate is the primary determinant of whether the person you are interacting with will listen and think about what you say, be indifferent to it, or fight against it. A lot of conflicts in the workplace can be eliminated through the use of specific language techniques that encourage working together rather than creating ugly confrontation. Often the people we label difficult or problematic, including ourselves, just donít know any better; we may not know how to act differently, or how to deal with a specific situation that is causing us discomfort. In this workshop we aim to equip you with enough learning and practical tools which will help you to prevent or face challenging discussions with confidence and emotional balance. Furthermore, after the course, you will also be able to contribute in a very effective way to healthier and fulfilling relationships, both at work and at home.


  • You will understand what is your responsibility in what is happening during a challenging discussion, and your healthy options.
  • You will learn a new empowering co-operative language.
  • You will master some new strategy in order to handle challenging discussions.
  • You will learn how to prevent challenging discussion in the first place.
  • You will discover why been assertive is not offensive, but actually respectful.


  • Understand how you contribute to problematic discussions and what to do about it.
  • Learn about your emotional-ability and what essentially caused problematic discussions that may escalate to more serious conflicts.
  • Appreciate the 5 key facts about conflicts and see the difference between healthy and unhealthy outcomes.
  • Identify the benefits of resolution.
    Learn the core strategies you need in order to deal with Challenging Discussions.
  • Understand how to use listening skills in a Conflictuals situation.
  • Assimilate the main principles of defusing hostile conversation and prevent unwanted escalation.
  • Recognize the great difference between Instinct-Reacting and Confident-Responding.
  • Learn co-operative & mutual understanding communication.
  • Apprehend the essential simple steps involved in constructive-problematic-conversation-resolution.

Who Should Attend

  • Managers at any level
  • Self-employed
  • Sales, marketing and service personnel
  • Employees at any level
  • Directors
  • Team Leaders
  • Supervisors
  • Teachers
  • Projects co-ordinators
  • Anyone who wish to learn about this specific topic


Participants will experience the theory and the practice of what they will learn with the use of:

  • Lecturing
  • Group Discussion & Sharing
  • Personalised Coaching
  • Case Study & Role Play
  • Training Manuals

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Our Training Programmes:

Course N. 1 - one-day course
Handling Challenging Discussions

Course N. 2 - two days course
Communicate with Confidence and Purpose

Course N. 3 - two-days course
Mastering Impactful Presentations

Course N. 4 - one-day course
The Art of Persuading & Influencing People

Course N. 5 - one-day course
Art of Mentoring

Course N. 6 - one-day course
Mastering Managerial & Supervisory Skills

Course N. 7 - one or two-day course
From Good Manager to a Leader

Course N. 8 - (for in-house Training only)
The Retreat for your Team in Action