Course Duration
4.0 hr(s)

Course Overview

We tend to judge other people by their behavior, and ourselves by our intentions.

Are you putting off having difficult conversations? Do you get frustrated from difficult talks with people?

This day workshop will help you have a productive dialog on sensitive topics.

Next available schedule

Course Objectives

At the end of the course, participants will be able to:

  • Understand the Ten Commandments of Confrontation
  • How to plan a difficult conversation using a worksheet
  • Intention vs Impact effective listening
  • How to acknowledge feelings and emotions

Course Outline

1. The Ten Commandments of Confrontation

Too often difficult conversations are delayed – halting efficiency and sowing mistrust within the team. When confrontation is necessary, its important that its done with care. Consider
these ten commandments for confrontation:

  • Thou shalt confront others in private
  • Thou shalt confront as soon as possible and not look for a better time
  • Thou shalt stick to the issue at hand
  • Thou shalt make thy point and not repeat it
  • Thou shalt deal only with actions that can be changed
  • Thou shalt avoid sarcasm (especially in an email or text)
  • Thou shalt avoid words like always and ever because they are rarely
  • Thou shalt ask questions and offer suggestions
  • Thou shalt not apologise for the confrontation
  • Thou shalt remember to highlight the persons positive contributions

2. How to plan a difficult conversation using a worksheet

When planning for a difficult conversation, its important to remember that conversations are
happening on two levels: Spoken and Unspoken. In preparation for a difficult conversation, its helpful to walk through the process of clarifying the

  • Identify the Issue: The SPOKEN
  • Contributions, Impact and Intentions
  • Check, Perceptions and Feelings: The UNSPOKEN

3. Intention vs Impact Effective Listening

John Maxwell says, We tend to judge others by their
behaviors, and ourselves by our intentions. Its essential that as listeners,
we consider the intention of someones words as well as the impact those words
have on us. During the workshop we will practice listening both with intention
and impact in mind.

4. How to acknowledge feelings and emotions

Acknowledging the feelings of those you are confronting with a difficult conversation is vital. When that is remembered, perceptions and feelings might be unspoken but should be addressed.

Heres how this will be achieved:

  • Accept that feelings and emotions are normal and natural
  • Realise that unexpected emotions will leak or burst into difficult conversations
  • Recognise that our feelings are formed in response to our perceptions
  • To change the way you feel, change the way you think
  • Acknowledge that a judgment isnt a feeling
  • Express your feelings without judging, attributing, or blaming. Start by saying, I
  • Acknowledge that both parties might have strong feelings

During this half-day workshop we will focus on learning and applying critical skills
to address the difficult conversations that your team needs to have. Good
leaders know the importance of confronting and engaging in necessary
conversations so that employees and peers are empowered to move forward.

Workshops are facilitated by a John Maxwell Master Trainer

Certificate Obtained and Conferred by

Participants will be awarded with a Certificate of Attendance by The John Maxwell Company.

Additional Details


Nett Course Fees: $500.00 (before GST)
Prices are exclusive of GST and subject to other LHUB miscellaneous fees

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