Transform how you communicate in challenging situations to experience positive outcomes for you and your organisation. Whether you’re a manager, HR professional, educator, team leader, or anyone navigating complex discussions or resolving conflict, this course is ideal for you!
Lead Difficult Conversations is an online professional development course that provides the tools and insights necessary to master the art of handling challenging dialogues successfully in your professional and personal life.
In this communication course, you will learn the skills, strategies, and tools necessary to approach difficult conversations with confidence, empathy, and clarity. You will also learn to prepare, conduct, and follow up on difficult conversations to maintain relationships and foster a productive and respectful working environment.
On completion of this course, you will have gained the theoretical knowledge and skills to incorporate effective communication techniques to lead difficult conversations.
Course Structure
Unit 1- Lead difficult conversations
- Preparing and purpose for conversation
- Identify the core issue
- Confirm desired outcomes
- Consult with stakeholders
- Define goals of the conversation
- Conversation audience
- Context of conversation
- Identify and organise the required materials
- Agenda
- Background information
- Policies and procedures
- Legal documents
- Visual aids
- Action plan templates
- Time management tools
- Create an agenda
- Identify, gather and develop materials
- Adhere to organisational policies and procedures
- Selecting an appropriate location
- Choosing a suitable date and time
- Who should be involved
- Organising logistics
- Relevant personnel
- Stakeholder feedback
- Review conversational content
- Feedback and changes to content
- Key elements of conversation
- Communication style
- Delivery styles
- Conversation formats
- Verbal and non-verbal communication
- Written communication
- Communication styles
- Conviction
- Empathy
- Legislation and codes of conduct
- Adapting delivery style
- Adjusting your tone and language
- Stakeholder input for difficult conversations
- Summarise the conversation
- Confirm understanding
- Documenting conversations
- Records management
- Hard copy vs digital
- Facing challenges
- Support services
- Referral process
- Evaluate of effectiveness of the conversation
- Evaluate achievement of objectives
- Self-reflection
- Evaluate the effectiveness of the conversation
- Gathering feedback
- Plan for improvement
Study Hours
Estimated duration 15 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
I was thoroughly impressed with the presentation of the course and the tutor’s proactive approach. They reached out to remind me of their support, which made me feel assured that I wasn’t alone in this journey. Knowing that the tutors were there to guide me and clarify any questions truly emphasized their commitment to my success. I will definitely enrol in more courses.
Giovanna | Kew | Lead Difficult Conversations
It was easy to follow and I have obtained information required to lead difficult conversations.
Christinna | Carine, WA | Lead Difficult Conversations
About Us
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Enrol Now
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
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