Mastering the Art of Critical Conversations

Face up to high-stakes or emotional conversations with results-oriented skills.

If you're like most people, you run into trouble when conversations turn from routine to crucial. Your body’s natural fight-or-flight response takes over. The knee-jerk response is to run and dodge the topic, hide behind an email, or just wing it and hope for the best.

Now imagine the opposite. Imagine having the ability to confidently express controversial and risky opinions that produce positive outcomes on all fronts. Take this chance to practice and refine your skills. Using real-life models to conduct difficult conversations on any topic, you’ll gain the skills and summon the courage to step up, speak openly and honestly, and get results that count.

How You Will Benefit

  • Determine your “hot buttons” and take steps to manage your emotions
  • Transform relationships by addressing real issues with authenticity
  • Openly express opinions that can lead to success and productivity
  • Give and receive feedback without negativity
  • Self-monitor your reactions and keep calm during critical conversations
  • Develop advance strategies for managing critical conversations, as well as getting them back on track
  • Improve your ability to shape results and get things done
  • Analyze elements of a critical conversation
  • Understanding your physiological response and when emotional hijacking occurs
  • Recognize your default mode under stress and preferred conflict style
  • Practice tools to deal with various emotional responses
  • Examine your beliefs and self-fulfilling tendencies
  • Identify remedies to manage critical conversations when they get off track
  • Prepare for and practice different types of critical conversations
  • Diagnose and address problems while having critical conversations
  • Practice having critical conversations “on the fly”

Course Features

  • Self-assessment to provide insights into your conflict behaviours (TKI®)
  • Role plays to practice critical conversation techniques and behaviours in a safe environment, with coaching
  • Videos to illustrate specific types of conversations
  • Activity book with exercises and activities to keep as a reference

Who Should Attend

Business professionals who want to be better prepared to manage critical conversations that can have a significant impact on relationships and productivity at work.

Live Online classes are delivered in partnership with American Management Association.


$2,695 Non Member Fee
$2,395 Member Fee

Do you need a different date or location? We offer Courses On Request.

$2,695 Non Member Fee
$2,395 Member Fee

Do you need a different date or location? We offer Courses On Request.

When colleagues learn together, everyone benefits!

Explore our onsite training options or to inquire about scheduling this course for your team, click here.



This course supports the following Organizational Impact Areas:

  • Employee Engagement - enhancing collaboration, connection and culture
92 Reviews 5 Star

Course Reviews

  • Past Participant, VP, Patient Services Feb 8, 2024

    Instructor was engaging. Information was relevant.

  • Chaohui Z., Supervisor, Statistical Services Feb 8, 2024

    very helpful slides, engaging instructor, active discussion

  • Janet M., Patient Services Manager Feb 8, 2024

    Engaging, knowledgeable, open to personalization if needed.

  • Past Participant, Team Lead Feb 8, 2024

    The facilitator was great. She accepted feedback and pivoted the course to meet the needs of the class.

  • Marierose T., Clinic and Programs Advisor - GTA Region, Clinic Law Services Division Feb 8, 2024

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