Online Difficult Conversations Course

Gain confidence and have more productive conversations.

$99+applicable taxes

Course Description

This course provides a practical and interactive space to practice communicating in emotionally-charged, sensitive, or challenging situations.

Discover how to lead difficult conversations with confidence. This interactive, self-paced course consists of 5 modules where you’ll engage with dynamic computer characters who challenge you with relatable situations, mirroring the complexities of real-life conversations. You’ll practice responding to their statements, asking questions and working to achieve your objectives. Each scenario is designed to help you hone essential skills in a safe, supportive environment.

If a conversation doesn’t go as planned, you’ll receive feedback on where things could be improved and have the chance to try again. Experiment with approaches and strategies you might not risk in the real world, and learn just as much from your “failures” as from your successes.

Once you’ve learned how to lead a difficult conversation with confidence, you’ll have access to detailed Notes that explain the theory behind what you just learned and provide tips for applying these concepts in the real world.

Grounded in the principles of our Stitt Feld Handy Group Dealing with Difficult People Workshop, and including insights from Difficult Conversations: How to Discuss What Matters Most by Douglas Stone, Bruce Patton and Sheila Heen, and Fierce Conversations: Achieving Success at Work & in Life One Conversation at a Time by Susan Scott, this course is also part of the Executive Certificate in Conflict Management, making it a valuable investment in skills for lasting growth.

This course is part of the Executive Certificate in Conflict Management.

What you will learn

This course will teach you:

  • How to deliver difficult messages clearly and powerfully
  • How to confront someone without provoking them
  • How to persuade difficult people
  • How to begin a difficult conversation
  • How to discuss issues that take you by surprise
  • How to manage strong emotions

I found the tips and notes after each module to be very insightful. This course is truly for a wide audience dealing with a large variety of relationships, conversations and interactions. Very well done. I liked the wide array of situations and how strong emotions were at play. The situations are very realistic and excellent learning conversations opportunities.
Brenda Augerman-Audette | Ministry of Transportation | St. Catherines, ON, Canada
It wasn’t as easy as I thought. The scenarios give you lots to consider. I liked that you explained what was wrong with each response. Makes you reflect on how you choose your words.
Alana Jones | Ontario Provincial Police | Orillia, ON, Canada
I liked the helpful hints through the conversations. It felt interactive, like the instruction was with you the whole time.
Hillary Every | Hurrion & Associates Ltd. | Warwick, Bermuda
Simple, clear and precise. What I liked most about the course was the variety of subjects treated to reflect normal daily activities or encounters.
Achiri Fru Ndifon | Cameroon International Business Consulting Company | Douala, Cameroon
Excellent! Well planned and well thought out. Very realistic. It definitely made you think and was very challenging.
Michael Medland | Scotiabank | Mississauga, ON, Canada
The modules in the Difficult Conversations Course caused me to think outside the box and really analyze how to approach conflict. This course showed me I approach things not as effective as I once thought. The interaction was amazing!
Breonna Livingston | Student | Masters of Arts in Communication | Arizona State University, Arizona, USA
Being able to view the varying outcomes based on my responses enhanced the learning significantly. The fact that it was virtual made it easier to take a closer look at one’s first response in any given situation. Most times we react without thinking about the consequence and there in lies the problem that eventually manifests into a behavioural response.
Carrol Jarvis | Petroleum Company of Trinidad & Tobago | Pointe-A-Pierre, Trinidad & Tobago
 

Module 1 – The Presumptuous Customer

You play the role of a restaurant owner who must confront a public figure who has jumped the queue and seated himself without a reservation on an evening when you are booked solid.
 

Module 2 – You’re Fired

You play the role of a manager who must fire an unproductive employee who has become a friend.
 

Module 3 – The Office Dilemma

You play the role of an employee who has to explain to their boss why their results are not as good as you would like.
 

Module 4 – The Contractor

You play the role of a homeowner who must confront a contractor about a renovation that went wrong.
 

Module 5 – The Email

You play the role of a spouse, and you must explain why you have concealed an innocent relationship between you and your high-school sweetheart.

Synopsis


Module 1 – The Presumptuous Customer
  • You play the role of a restaurant owner who must confront a public figure who has jumped the queue and seated himself without a reservation on an evening when you are booked solid.
Module 2 – You’re Fired
  • You play the role of a manager who must fire an unproductive employee who has become a friend.
Module 3 – The Office Dilemma
  • You play the role of an employee who has to explain to their boss why their results are not as good as you would like.
Module 4 – The Contractor
  • You play the role of a homeowner who must confront a contractor about a renovation that went wrong.
Module 5 – The Email
  • You play the role of a spouse, and you must explain why you have concealed an innocent relationship between you and your high-school sweetheart.

Who Should Attend


This course is ideal for anyone who has difficult conversations, including executives, managers, professionals, sales agents, entrepreneurs, customer service representatives, educators, university and college students and administrators. Completing this course will empower each participant to be more confident in their roles and more likely to achieve their objectives in difficult conversations.

Accreditations


This course has been pre-approved by the following organizations, among others.

Human Resource Professionals Association (HRPA)

This program has been approved for CPD hours under Section A of the CPD Log of the HRPA. Visit our accreditations page for details.

SHRM Recertification Provider

This program is valid for PDCs for the SHRM-CP® or SHRM-SCP®. Visit our accreditations page for details.

HR Certification Institute

This workshop has been pre-approved toward aPHR®, aPHRi™, PHR®, PHRca®, SPHR®, GPHR®, PHRi™ and SPHRi™ recertification through HR Certification Institute® (HRCI®).

Law Society of Ontario

The Stitt Feld Handy Group has been approved as an Accredited Provider of Professionalism Content by the Law Society of Ontario. Visit our accreditations page for details.


A complete list can be found on our Accreditations page.

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