Mastering Critical Conversations

Corporate Education Group
Training overview
Corporate / Group Training
4 hours
Start dates
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United States of America
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Course description

Mastering Critical Conversations

As we become more comfortable working in virtual environments, we now need to make sure we are adapting our interactions for the challenges that virtual platforms and distance work can bring. This course tackles a challenge both in virtual and face-to-face interactions: difficult conversations. We’ll look at ways to build confidence and capabilities with regard to having successful “challenging” conversations at work. The skills learned and practiced in this course can be applied in person as well as virtually to successfully navigate sensitive situations and critical communications in the workplace.

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Who should attend?

This course is designed for anyone at any level who wants to enhance their communication skills around challenging conversations.

Training content


  • What Is a Challenging Conversation?
  • Five-Step Model for Challenging Conversations
    • Outcome
    • Intention
    • Facts
    • Perspective
    • Solution

Communicating Effectively

  • Communication Goals
  • Requirements of Effective Communication
  • Group Discussion: Communication Filters

Productive Conversation Mindset

  • Productive Mindset = Outcome Thinking
  • Individual Activity: Identify a Challenging Conversation

Listening to Understand

  • Class Activity: Listening Skills Spectrograms
  • Three Levels of Listening
  • Verbal and Nonverbal Components of Effective Listening
  • Paired Activity: Listening Actively

Asking Questions

  • Powerful Question Types
  • Closed Versus Open Questions
  • Use “I” Statements

Conflict Basics

  • Group Activity: How Do You React to Conflict
  • Functional and Dysfunctional Conflict
  • Responses to Conflict: Silence to “Violence” Spectrum
  • Class Activity: Emotional Response Spectrogram
  • Class Activity: Getting to Neutral

The Anatomy of Conflict

  • Emotions: An Evolutionary Perspective
  • Strategies for Emotional Hijacking

Challenging Conversation Role-Play

  • Review the Five-Step Model
  • Revisit Your Individual Challenging Conversation
  • Paired Activity: Challenging Conversation Role-Play

Wrap-Up and Action Planning

Course delivery details

This course is delivered in the live virtual classroom, traditional classroom or onsite. To inquire, contact Corporate Education Group via the information request form.


Contact Corporate Education Group via the information request to inquire about course fees.

Certification / Credits

Learning objectives:

  • Practice active listening techniques in a real-life scenario.
  • Distinguish between functional and dysfunctional conflict.
  • Articulate the importance of choice and control in mitigating a conflict response.
  • Leverage various techniques to re-establish emotional equilibrium.
  • Utilize a five-step model for navigating successful conversations.

About CEG


Corporate Education Group (CEG) delivers talent strategies and development solutions that align with targeted business goals to transform organizational performance. From assessments to advisory consulting, program design, training delivery, and measurement, we identify the right solutions to unlock business value....

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