a roadmap & tools to convert destructive confrontation

into constructive conversation

The Challenge of Staying Connected…

Usually, the last thing you feel like doing in a difficult discussion is connecting with the other person – especially if they (or you) are busily disconnecting by being disapproving, blaming acrimonious or even abusive. But that’s often exactly what’s needed.

Connecting is about finding common ground and shared understanding, both essential to resolving contentious issues and uncomfortable moments. This takes empathy – suspending judgement and engaging others with unconditional positive regard, even if what they’re saying is blaming or accusatory. It’s about not being hijacked by yours or someone else’s emotions – and connecting with them.

Do you want to cope more confidently with contentious conversations?

Give your conflict-navigation skills an upgrade!

Dealing with

Difficult Discussions

BRISBANE May 27-28


HERVEY BAY July 27-28

SUNSHINE CST Uni July 29-30

It’s also about listening. We all have a deep need to be truly heard and understood – to be listened to without feeling blamed or judged. You can get powerful leverage for moving difficult discussions forward if you’re willing to give up your story for a while and do some real listening. Listening + empathy creates the opportunity for connection – and for you to be heard too. 

ò More on empathy and listening in difficult discussions in our article Staying Connected

Also coming up from The Change Forum…

Mindful Leadership in Action

1-day brain-training clinic to improve attention and focus & reduce stress




Leading with Emotional Intelligence

7 crucial EI practices to manage emotions and connect more productively with the people you lead

BRISBANE June 11-12


Positive Performance Conversations

Tackle poor performance & deliver difficult feedback positively, constructively with confidence




Dealing with Difficult Discussions – 2-day coaching clinic

Every leader needs to be able to manage difficult situations with confidence and preferably with outcomes that are satisfactory for all.  Take the heat out of hard talks and resolve differences more mindfully with the help of a unique 7-stage model and set of easy-to-use conversation tools that can make a real difference to every challenging situation you face and greatly benefit your leadership success.

“Well worth attending. A dedicated and approachable session leader, good practical involvement and the guide book is an excellent resource to refer back to. Learning real, practical and proven tools  relevant to ‘real life, often stressful situations was very empowering. Thanks again for the course. I appreciated your input and guidance and I’m glad I attended.” TH - Reef HQ Aquarium Townsville

This focused 2-day clinic explores the dynamics behind difficult discussions and equips you with a 7-Stage Roadmap and robust, easy-to-use discussion tools to help you navigate your way through those troublesome moments more confidently and unpack what’s really going on when talk becomes tense and feelings get fractious.  Practise a more controlled, step-by-step approach to  taking the heat out of hard talks and convert destructive confrontation into constructive conversation.  Topics we cover help you:

·       Decipher the dynamics of difficult discussions and use this to structure your talk

·       Identify common mistakes we make when talks gets tough and how to avoid them

·       Start a difficult discussion more decisively without raising as much defensiveness

·       See the 3-part structure of all difficult discussions

·       Try out tips to defuse difficult moments

·       Learn conversational formulas to beat blockers like intentions, blame & assumptions

·       Face up to feelings – the core of difficult discussions – and use them constructively

·       Rehearse our unique 7-stage model for dealing with difficult discussions

“A very well-presented program with an excellent resource book. The entire program held my interest and I learned an incredible amount from every segment about how to have those difficult conversations without making the situation worse and approach them in a calmer, more productive way.” Lesley W. Gold Coast Health

Review Course Outline…   Download Course Flyer  2-Day Clinic Fees as below

REGISTER NOW On-Line or by Email or Fax…  

Mates Rates for MAY…  Attend with a friend for less…

Regular reduced rates Schools & NFP orgs…

2-Day Clinic (GST inc):   Single $770… 2 places $1496…   NFP/Schools $660 pp

1-Day Clinic (GST inc):  Single $473… 2 places $880…  NFP/Schools $410 pp

Register first, pay on invoice

·        Prices include GST… Discount applies from date of registration

·        Payment on invoice within 14 days and 7 days prior to attendance

·        Venue:  Urban Brisbane, Spring Hill; other CBD venues advised on registration

·        Inclusions: Lunch, refreshments and comprehensive self-coaching Guide

·        Timing: 8.30 am - 4.30 pm each day


CALL 07-4068 7591… Register On-lineor FAX/EMAIL completed Form


All Change Forum clinics are practical, challenging and stimulating. Those who’ve been along to other Change Forum programs know that Bill takes a down-to-earth approach and creates a relaxed, engaging, safe and FUN environment for learning.  Here’s 5 reasons to choose a Change Forum clinic...

·        Solid learning in a safe, small group environment

·        Practical tools & frameworks for back-at-work action

·        Down-to-earth, hands-on and relevant

·        Comprehensive, easy-to-follow self-coaching guides

·        Serious fun and fantastic facilitation

“I think everyone should attend a PD like this one – you’ve helped me develop more in one day than I would have in years of testing the waters myself.” Andy B, Mackay Northern Beaches SHS

All Change Forum programs can be delivered IN-HOUSE.  So if dates don’t suit or you’d like to incorporate one of our many clinics into your teambuilding or leadership development initiatives, why not contact us direct or through our on-line enquiry form to discuss ways we can help.

For some background articles and tips on all kinds of conversations at work, see back issues of Conversational Coaching e-zine CC E-News – read on-line or download and share with colleagues, staff and friends…

Look forward to working with you on improving your difficult discussion skills  – and please feel free to forward this message to other contacts in your region and broader networks who might want to handle difficult discussions more competently and confidently…

Of course, if you don’t want further updates about our range of  professional development offerings, please see the remove-me option at the bottom of this email.


Bill Cropper

Director - The Change Forum

Bill Cropper - Director






+61-(0)429-687 513

+61-(0)7-4068 7591

+61-(0)7-4068 7555

See our full Course Directory

for outlines of our current range of leadership & team learning programs

Call, Email or Enquire On-line

All Change Forum programs also available for delivery In-House.

Course FEE Includes

• Self-Coaching Toolkit

• Lunch & refreshments

VENUE Central location


or Phone, Fax or Email

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