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Business / Communications

Conflict Management and Crucial Communications

The 7 steps to make you feel comfortable and prepared for the most difficult conversations you need to have in your life


Why should you do this course?

How would your relationships evolve if you had the gift of feeling completely relaxed and comfortable when having difficult conversations with other people and making them feel respected and appreciated? Psychology and years of study in Communication have proven that this skill can be learnt!How would your life change if you had this skill? What conversations would you start with? With who? This is an opportunity to change every area of your life: personal relationships, family, friends, colleagues, and anyone you interact with each day!

How does this course work?

This course will give you the chance to learn a simple 7 steps process that you can use for any difficult conversation, it will also give you chances to practice and give you real life examples.

Through this training, you will be preparing for a difficult discussion you want to have, and you will have the opportunity to put the concepts into practice in your own life.All you have to do then is share your learnings and successes, and prepare for the next one!

What are the 7 steps?

  1. Preparing your problem statement
  2. Getting into the right state
  3. Presenting your problem statement
  4. Asking your critical question
  5. Listening to the other person
  6. Agreeing on next steps
  7. Closing the discussion

As you can see, this training is not just covering WHAT you need to say, it also covers the HOW: it will help you understand how you can get into the right State in order to deliver the conversations successfully. 

Full details


  • Preparing Your Conversation
    Preparing Your Problem Statement
    Remember: your problem statement is the most essential part of your preparation because it will give you the certainty of knowing what you are going to say. Describe the situation in a neutral way, avoiding judgements, just like a video camera would describe a scene Talk about how YOU felt and how YOU got impacted, and avoid at all costs to talk about the other person
    Getting into the Right State
    This video will give you keys to prepare HOW you will deliver the conversation. Remember: - Separate from your emotional state before having the discussion - The other person is a human being, with weaknesses and feelings, just like you
  • Delivering Your Conversation
    Presenting Your Problem Statement
    Remember: when you properly prepare with the previous steps, delivering your problem statement is easy because you already know what to say and how to say it!
    Asking Your Critical Question
    Remember: "my question to you is: what are you going to do about this?"
    Listening to the Other Person
    Remember: You have 2 ears and 1 mouth, make sure you listen carefully to the other person. You can use the 3 following techniques: dig deeper on generalisations like "all the time", "always", "every" ask for clarity where necessary with "what specifically?" or "what precisely?" ask open ended questions that will allow the other person the develop their ideas and thoughts
    Agreeing on the Steps
    Remember: a good crucial conversation finishes with agreed actions. Who is doing what? By when? What exactly?
    Finishing the Conversation
    Remember: the shorter the better!
  • Examples
    Example 1 - Breaking Up
    Example 2 - Separation at Work
    Example 3 - Flatmate Discussion
  • Time for Some Action
    Difficult Conversation Preparation Sheet
    Difficult Conversation Preparation Sheet
  • Bonus Videos
    Bonus - Crucial Conversations
    Bonus - Feedback


  • Communication Style
  • Stress Management

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