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. The knee-jerk response is to run and dodge the topic, hide behind an email, or just wing it and hope for the best. Gain the skills to step up, speak with confidence and honesty to achieve positive results.

Productivity stems from face-to-face communication, as well as your ability to express controversial and risky opinions effectively. Attend this course and practice 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
78 Reviews 5 Star

Course Reviews

  • Samantha K., Labour Relations Advisor Jul 20, 2023

    Very informative. Easy to understand and presented nicely.

  • Lisa J., Administrative Assistant Jul 20, 2023

    I feel the course was great, I felt the conversations and dialogue we had about our personal/professional situations was helpful when relating it to our own life. Having neutral parties provide input/insight was helpful. The facilitator Joline was fantastic

  • Past Participant, Human Resources Business Partner Jul 20, 2023

  • Corey T., Product Sales Manager Jul 20, 2023

    The course material, content and instructor was excellent. I have Joline before and she is second to none - her attitude, knowledge and facilitation style is incredible and MADE the course! It really helped all of us get the MOST out of the course and make it APPLICABLE to my needs and situations.

  • Past Participant, District Sales Manager Jul 20, 2023

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