Handling Difficult Conversations at Work

Course Overview

Learn how to handle people who are challenging and difficult through an interactive and practical workshop. Ideal for employees who come into contact with external and internal individuals.

Explore topics and techniques and use these to apply to your own situation. Recognise and understand behaviours, learn what to say and how to say it, find out strategies on how to reach an agreement, and learn how to find better alternatives to handle negative behaviour.

The tutor will use case studies, a questionnaire, personal and participant examples, group discussions/individual exercises to assist you in how to become more confident, less stressed and more capable in dealing with difficult clients.

Macquarie Community College operates from a range of venues across northern and western Sydney. We have campuses in Blacktown, Carlingford, Chatswood, Epping, Mt Druitt, and Ryde. Enrol now!

Learn more about this course

What you will learn

Course outline

In this course you will:

  • Learn the levels of conflict tool
  • Learn the ability to recognise flight, fight and flow behaviours
  • Learn what to say and do when engaging in a difficult conversation
  • Understand different behavioural styles
  • Know when to escalate a difficult conversation to management
  • Learn assertiveness exercises and case studies
  • Learn strategies on how to reach an agreement
  • Find better alternatives to handle negative behaviour
  • Learn how to debrief after a difficult incident
  • Have a personal learning contract – how you can learn from having a difficult conversation

Course outcome

You will be able to be confident in handling difficult conversations, be less stressed and more capable in dealing with difficult clients.

What you need to know

Entry requirements

This course assumes no prior knowledge.

What you need to provide

  • A notepad and pen
  • No textbook required
  • Comprehensive course notes provided

Coming soon

There are currently no classes scheduled for this course.

Please check back later as classes are added regularly or get in touch for more information.

Delivery Mode

To meet the needs of our students Macquarie Community College balances delivery and engagement across permanent, regular and temporary delivery sites and offer face-to-face, remote zoom classes and self-paced learning options.

Ways to Study

  • On campus

Our college campus locations are:

    • Blacktown
    • Chatswood
    • Carlingford
    • Epping
    • Ryde
    • Mt Druitt
  • Virtual classroom
  • Complete workplace training
  • Combine ways to study


How you got questions? Please see our comprehensive FAQ page for everything you need to know about Macquarie Community College, our policies, student support, application and enrolment procedures.

How to Enrol

Step 1 - Choose Your Course

  • Select the non-accredited short course you are interested in.
  • Find a day and time that suits your schedule.

Note: Enrolment is open to anyone 18 years or older.

Step 2 - Enrol and Verify

  • Click ‘Enrol Now’ after selecting your course and schedule.
  • Enter your details on the enrolment page.
  • Verify your email through a secure link sent to your email address.
  • Complete the secure checkout and payment process.

Ensure you read the Terms and Conditions available at: Macquarie Community College Terms and Conditions. For assistance, call customer service at 1300 845 888.

Step 3 - Receive Your Enrolment Details

  • You will receive an immediate enrolment confirmation email upon successful enrolment. Check and read the attached Terms and Conditions.
  • The payer of the enrolment will receive a tax invoice immediately after processing.
  • You will receive a course reminder email a day before your class begins.
  • For Online Zoom classes, a Zoom link and password will be emailed the day before class. Use the same link and password for subsequent sessions if applicable.