LGNSW Learning and Development

This course is available via:


Interactive online
Remote learning tailored to your council


In-house face to face
Delivered at your council


Member calendar training
Either face-to-face or interactive online for individual participants


Learning and Development  

Phone: 02 9242 4081
[email protected]

An aggrieved man and woman in a heated discussion with a staff member.

Handling Difficult Conversations

Price: $462 incl GST
Duration: 9am-12.30pm

Employees are increasingly having to handle people who are challenging and difficult. This interactive and practical workshop is designed to assist staff to manage these situations in a constructive way.

Who should attend?
Anyone who comes into contact with external or internal individuals should attend this workshop.

After describing a difficult scenario they have encountered in the past, participants will explore the following topics and techniques and apply them to their own situation:

  • The Levels of Conflict tool
  • Ability to recognise flight, fight and flow behaviours 
  • What to say and do when engaging in a Difficult Conversation
  • Understanding different behavioural styles
  • Knowing when to escalate a Difficult Conversation to Management
  • Assertiveness exercises and case studies
  • Strategies to reach an agreement
  • Better alternatives to handle negative behaviour
  • How to debrief after a difficult incident
  • Personal learning contract – how you can learn from having a difficult conversation

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

Local Government NSW has a range of experienced facilitators who use discussions, case studies and local government-oriented examples to help transfer learning to the workplace. Facilitator details will be available prior to the course.