Latrobe Community Health Service

This workshop aims to provide participants with strategies to effectively manage difficult conversations with customers, clients, service users, colleagues and managers.

The workshop focuses on:

• Defining a “difficult conversation”

• Understanding the emotional impact of difficult conversations

• The reasons why people avoid difficult conversations

• Levels of escalation with unresolved conflicts

• The PALCIAN Approach to managing difficult conversations

• Techniques to avoid arguing when having a difficult conversation

• Seeking support and self-care