Having Courageous Conversations

Behavioural Skills

Course Duration: One day

Course Overview

Successful relationships, whether on a personal or professional level, entail having courageous or challenging conversations.  This one day course is designed to help delegates reduce resistance, recognise those difficult conversations and identify potential conflict when dealing people either in person or on the telephone. Delegates will learn how they can use these situations to their advantage to develop the relationship and control situations to achieve a positive outcome.


  • What causes difficult behaviour
  • Resilience and learning not to take things personally
  • The different personality types
    • Different types of behaviour
    • Means of dealing with difficult people
  • Verbal v non-verbal behaviour
    • Handling and defusing aggression
  • Setting up the Conversation
  • Go / No-go Questions – Outcome?
  • The 3 W’s Approach
  • Deal with the whole person
  • Transactional Analysis and effective communication – How behaviour and personality influence the way people communicate.
  • Developing assertiveness to achieve a win-win situation
  • Deliverables v Expectations
  • Balancing risk – Have the intervention? OR Don’t have the intervention?

Learning outcomes

Who should attend


Course benefits

Pre-course work

Further courses to consider


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Having Courageous Conversations

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