Mastering the Art of Critical Conversations

  • Communication & Interpersonal Skills
  • Course Code: 32146

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. 

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

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

What is the difference between Remote Access and Live Online?


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.

Please note: Live Online sessions are conducted in partnership with American Management Association.



$2,195 Member Fee
$2,445 Non Member Fee
View our pricing options and start saving today


52 Reviews 5 Star

Course Reviews

  • Chris Lefebvre, HR Director (Canada), MSF/Doctors Without Borders Canada Nov 8, 2020

    Here is what I shared with colleagues: "I just ended my 2 days online CMC course on the Art of Critical Conversations. Super interesting stuff, very much applicable to the field of HR, and/or when tough decisions need to be made, … or for engaging in brave discussion with your team/boss, etc. Yes it works with your partner too"

  • Horacio De Leon, Royal Building Products, a Westlake Company Nov 29, 2019

    The facilitator kept the group engage, and was able to use real scenarios that we were able to relate and understand. I found this course to be effective on how to prepare and handle those critical conversations. The course met my expectations, and provided the tools that I can and will apply at work to be more effective in handling critical conversations.

  • Past Participant, Nigerian National Petroleum Corporation Jul 26, 2019

    Really practical. Useful. Thought provoking. Great communicator. She has deep knowledge and experience and passion to communicate the subject matter. Enlighten. A necessary tool for any Professional.

  • Past Participant, City Of Hamilton Jul 26, 2019

    Excellent content with relevant real-life experience sharing between participants and instructor.Great content with practical experiences and knowledge sharing with participants. Jill is very skilled at bringing out the concepts to generate group ideas and discussions. She is very knowledgeable on this topic and a very dynamic presenter. Never have I attended a course where the instructor took the time to recognize every individual's achievements, progress, and contributions in class.

  • Steve Burke, Watson Nov 29, 2019

    Jill is a skilled facilitator. She is very knowledgeable about the topic and was very present and sensitive to the group. Practical and transformational

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