Managing Challenging Conversations


This module gives you a framework to utilise when tackling challenging conversations so that you can manage them with confidence.

What will I learn?

On completion of this course you will have an overview of:

  • The behaviours of others and the importance of productive 2-way conversations
  • The importance of managing challenging conversations
  • Key skills, tools and techniques to effectively manage a challenging conversation
  • How to prepare for a challenging conversation
  • The AID Framework to be used when having challenging conversations
  • How to address sensitive subject matters such as bullying, emotional issues and resistance to criticism
  • When and how to speak out and address concerns
  • Accepting constructive feedback
  • How to support and encourage staff to handle challenging conversations constructively


60 minutes