Mastering Difficult Conversations
Imagine this: you’re in a meeting with a client and you have to deliver some tough news. Perhaps their project timeline has shifted, or your prices have increased. Your heart races, your palms sweat, and your mind scrambles for the right words. Sound familiar?
These moments are unavoidable in business, but the good news is, they don’t have to be disasters. A new workshop, Mastering Difficult Conversations with Clients, is designed to turn these high-stakes moments into opportunities for better communication and stronger client relationships.
So, what makes this workshop so special? It’s all about breaking down what makes these conversations hard and building a step-by-step toolkit to approach them with confidence. Here’s a glimpse into the five pillars of the course:
- Preparation: Learn how to craft a clear message centred on key themes. For example, if it’s something that impacts the client through no fault of their own, regret and reassurance may be effective themes. Repeating these in thoughtful ways can help diffuse tension and steer the conversation away from conflict.
- Body Language: Discover why your gestures, posture, and even your resting face can have a bigger impact than your words. Learn the subtle art of open palms and how to appear calm, even when you’re not.
- Managing Discomfort: Recognise when you’re feeling overwhelmed and develop strategies to self-regulate, such as challenging the assumptions you are making.
- Controlling the Dialogue: Master techniques to encourage constructive discussions, especially with clients who shut down or lash out. Open-ended questions and reframing techniques will keep the conversation on track.
- Ending on a High Note: Find creative ways to leave the client feeling heard, even when the resolution isn’t perfect. A small, unexpected “win” can leave a lasting positive impression.
This workshop is highly practical. Participants will practice these skills in small group exercises, gaining real-world confidence to handle difficult conversations that could otherwise hurt their business.
If you’ve ever avoided a tough discussion with a client, or wished one had gone better, attending this course could be of immense value to you.
About the Trainer
Pete Burdon brings a wealth of expertise to his “Mastering Difficult Conversations at Work” training. A former daily newspaper reporter and government press secretary, Pete holds Master’s Degrees in Journalism and Communication Management from universities in New Zealand and Australia. His extensive background as a media and communications trainer has sharpened his ability to teach essential skills like crafting and delivering clear messages under pressure, managing emotion, fostering trust and using body language effectively. These skills are critical in high-stakes client conversations.
Pete has trained in multiple sectors including local and national politics, franchising, education and businesses of all shapes and sizes. His training is known for its practical nature and how it “cuts to the chase.”
What they are saying
“His focus on body language and de-escalation techniques has provided practical strategies that foster calm, constructive communication. Thanks to Pete’s guidance, our team feels more confident and prepared to navigate even the most sensitive discussions.” (School Leader)
“The feedback I have had is very positive with staff talking about how they are using what they learnt. It was a great session, very informative , relevant and will be part of our tools moving forward.” (School Leader)
Not one of those theory courses where only a small portion is relevant. This one is full-on from the get-go and the day goes quickly. Well worth it. (CEO)
Rather than being bogged down in theory, the use of practical exercises made this course both pragmatically applicable and hugely enjoyable – and you can’t say that about most day-long courses. (CEO)
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