Course overview

Prepare to navigate challenging conversations with confidence and empathy.

Difficult conversations are an inevitable part of professional and personal life, especially in community, health, and social services settings. This dynamic workshop empowers practitioners with hands-on strategies to navigate challenging conversations with confidence and empathy. Participants will learn how to stay calm under pressure, manage emotions constructively, and use respectful, collaborative communication techniques that turn difficult moments into opportunities for connection and positive outcomes—ultimately strengthening professional relationships even in the most sensitive situations.

Who should attend

This course is ideal for staff across diverse workplaces - including community services, education, health, and business - who want to build confidence and skills in supporting colleagues and clients through challenging conversations and situations.

Course structure

By the end of this workshop, participants will be able to:

• Prepare effectively for difficult conversations
• Apply key communication skills to navigate challenging interactions
• Understand the physical and emotional responses people have in difficult situations
• Implement strategies to manage and regulate emotions
• Recognise and utilise different styles of conflict management.

About the presenters

The session is delivered by experienced trainers with extensive expertise in community services leadership, supervision, and practice development. They bring real-world knowledge, ensuring the workshop is relevant, practical, and directly applicable.

Enrolment and course access

• Registrations close 48 hours before scheduled workshops
• Payment must be made at least 2 business days before the training date
• If paying by invoice, proof of payment is required 24 hours ahead of the event.

Technical requirements

To participate in the online workshop, you’ll need access to:

• A desktop or laptop computer
• Reliable internet connection
• Headphones (recommended)
• Microphone and speakers
• A built-in or external webcam.

Contact us

For further details or questions, please contact our Centre for Learning and Innovation:

Phone: (03) 8573 2222

Email: [email protected]