Mastering the Art of Critical Conversations

  • Leadership
    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


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.



$1,945 Member Fee
$2,095 Non Member Fee
View our pricing options and start saving today


40 Reviews 5 Star

Course Reviews

  • Justin Randall, Comwave Nov 6, 2018

    I really enjoyed the course. I would have liked to see more role playing where other party behaved problematic. During role plays the attendees were all very level headed and learned toward agreements on conflict too easily which doesn't mimic reality in the work place. Deb was fantastic and highly engaging. The facilitator of the course was excellent and highly engaging. I would have liked to see more information on handling conflict when the other individual doesn't respond well to the proper/relevant steps conflict navigation. I felt the course material assumed that following these steps guarantees a favourable outcome which isn't really always the case.

  • AMA Participant Apr 20, 2017

    The course content was beneficial and applicable. In addition, the instructor was very knowledgeable in the content and was able to provide real life instances rather than just assuming the best of outcomes in a perfect world. This definitely was not a snooze class. The classroom was not the best as there was ongoing construction on the floor below, however the instructor did her best to deal with the situation presented and continue with the class.

  • AMA Participant Apr 23, 2017

    The course provided a great deal of information over a two-day period. While I found it extremely informative, I think this might be better suited for a 3-day seminar to give the participants more time to ask questions and role play various scenarios

  • AMA Participant May 17, 2017

    I loved the class and the content.

  • AMA Participant May 18, 2017

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