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Become a member

Half day Course

Dealing with Difficult Conversations

This workshop will give you the skills and tools for dealing with difficult customer conversations. You will learn ways to diffuse difficult conversations and also understand the psychology of behaviour.

20 reviews

Please note: Member credits available for use on this course

Participants will learn how to communicate effectively, regulate emotions,
demonstrate empathy, de-escalate challenging situations, and respond professionally to difficult
behaviours.

Save more when you train together. Get tailored workplace training and save up to 60%. Find out more.

Duration

Half day

Topics covered

Understanding difficult conversations and behaviours
Self-awareness and emotional regulation
Communication styles and assertiveness
Active listening and reflective communication
Building rapport and de-escalating conflict
Empathy versus sympathy in workplace interactions
Managing compassion fatigue and vicarious trauma
An 8-step framework for managing difficult behaviours
Practical workplace application and action planning

Learning outcomes

Identify factors that contribute to difficult conversations.
Manage emotional responses and personal triggers.
Apply assertive communication techniques.
Use active listening and empathy to build understanding.
Implement de-escalation strategies in challenging situations.
Respond effectively to difficult workplace behaviours.

Who is this suitable for?

This course is suited to anyone who is dealing with external customer relationships.

You will earn a Victorian Chamber Digital Credential on completion of this course.

Training Enquiry

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Training FAQs

Can I use credits or entitlements when booking a training course online?

Yes you can and it’s as easy as selecting your chosen training course, following the payment prompts and selecting your entitlements as the payment method.

This excludes any partnership courses, find out more.

Why can't I see the member price when I try to make a booking online even though I am a member?

Kindly contact a customer service consultant who will be able to assist via Contact us.

Why am I unable to access member resources and member pricing when I log into my account?

Your membership account may be currently on suspend. If you like, we can send you through a copy of your renewal invoice. Kindly contact a customer service consultant who will be able to assist via Contact us.

Who should I contact if I am having trouble completing a registration online?

The Customer Service team would be happy to complete the registration for you. Simply advise the following: 1. The event name and session (i.e. date and time) 2. the attendees name, email address, position title (and dietary requirements if in-person) 3. how much of available credits should be applied to the registration. Kindly contact a customer service consultant who will be able to assist via Contact us.

What should I do if I am unable to log into my Victorian Chamber account?

The Customer Service team can manually reset your Victorian Chamber online account and email you further information on the login details. Kindly contact a customer service consultant who will be able to assist via Contact us and provide your membership number or trading name, your name, email address, and contact number. We will then arrange for a new password.

Will I earn a digital badge?

A badge is a digital way to represent your certification achievement. We are pleased to have partnered with Credly to provide you with a digital version of your credentials for some of our training courses. If the course you are registering for is eligible for a badge, you will see the Credly logo on this page. Click here for more information.

Are all courses delivered online as well as in-person?

Most of our courses are offered online as well as in-person. However, due to the content and structure of some courses they may be offered either online or in-person. If you cannot find the course you are after, kindly contact a customer service consultant who will be able to assist via Contact us.

How are Online courses delivered?

Online courses are delivered using zoom. Details on how to log in, the zoom link and course materials will be emailed to the participant prior to the course commencement.

Does the Victorian Chamber offer WorkSafe approved courses?

Yes, the Victorian Chamber offers 4 WorkSafe approved courses. 1. HSR Initial OHS Training Course 2. HSR Refresher OHS Training Course (Plant) 3. HSR Refresher OHS Training Course (Work-related Violence) 4.HSR Refresher OHS Training Course (Work-related Stress)

If an organisation has several staff that require training, can courses be delivered onsite?

Yes, all of our courses can be delivered onsite. Most courses can be tailored to suit your requirements. For more information contact our onsite team on 03 8662 5196 or email onsitetraining@victorianchamber.com.au

Does the Chamber offer self-paced learning?

Yes, we offer self-paced learning. The details are available on our website.

Can I use credits or entitlements to pay towards a training course?

Yes you can and it’s as easy as selecting your chosen training course, following the payment prompts and selecting your entitlements as the payment method. Find out more.

Can I use credits or entitlements to pay towards onsite training?

Yes, you can use credits or entitlemets to pay towards onsite training. For more information contact our onsite team on 03 8662 5196 or email onsitetraining@victorianchamber.com.au

Member:

$395 (GST excl.)

Non-Member:

$510 (GST excl.)

Wednesday, 2 Dec 2026

9:30am - 1:00pm

Facilitated by: Vicki Carter

Online Workshop

Thursday, 4 Feb 2027

9:30am - 1:00pm

Facilitated by: Vicki Carter

Online Workshop

Group bookings and corporate pricing

Booking for more than one person?
Switch to teams and save up to 60%*

Train as a team for maximum impact, minimal disruption, at a better price.

Save on group bookings - Enjoy lower per-person rates than individual fees.

Flexible delivery - We'll come to you anywhere in Victoria, host your team in Melbourne CBD, or deliver online.

Tailored training - Expert facilitators design sessions around your team’s roles, challenges, and goals.

Individual bookings for scheduled dates

Looking for our pre-scheduled dates
for this course? Switch to individual.

View our terms and conditions

It’s free to join the Victorian Chamber Community!