Managing Difficult Conversation


We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This one-day workshop will give you the tools to manage difficult conversations and get the best results possible out of them.


Course Outline

  • Choosing to have the conversation
  • Toolkit for successful conversations
  • Choosing the time and place
  • Framework for different conversations
  • Conversation template
  • Staying safe
  • Roleplay practice


Learning Objectives

At the end of this training program, participants would be able to:

  • Define their framework reference,
  • Establish a positive intent and the desired outcome
  • Know how to draft a script for a difficult conversation; and
  • Use specific steps to carry out a difficult conversation.

Who Should Attend

Call Centre Agents,

Customer Service Executives and

All who interact with Customers


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