Communication Techniques & Scripts for Handling Difficult Conversations, Conflict Management & Managing Emotions | taught by Joeel & Natalie Rivera

We all have those conversations we keep putting off. Those times when we know we should talk to someone, but we don’t.    

And then there are those conversations we HAVE to have as leaders, such as:

  • Addressing behavioral issues

  • Discussing promotions that aren’t coming

  • Mediating conflicts

  • Or worse, laying someone off   

It’s understandable if you resist these conversations. Maybe you’ve tried approaching an individual in the past and it went badly. Or maybe you fear that talking about a problem will only make the situation worse. 

Having difficult conversations is never easy, whether they're with co-workers, staff or subordinates. The problem is that avoiding difficult conversations has detrimental consequences. And, approaching difficult conversations without clear goals and effective communication strategies can make matters even worse by eroding trust and damaging relationships.   

Whether you’re the CEO, manager, supervisor, team lead, or you work in human resources, it is your responsibility to be the example for how to approach difficult conversations.   

The good news is that there are PROVEN TOOLS AND STRATEGIES for handling these situations. Plus, when you prove that you can handle difficult situations with ease and grace it will earn you respect, trust, and adoration from those you work with, improving your relationships as well as the overall atmosphere and productivity of your organization.   

In this course we’ll help you:   

  • Develop a better understanding of why certain conversations are so challenging, why you avoid them, and what consequences you face by not mastering this skill.   

  • Overcome fear of confrontation, not knowing what to say, or, ultimately, failure, and develop confidence that you can handle difficult conversations with minimal discomfort.   

  • Take responsibility for the success of these situations by preparing in advance and focusing on the desired outcomes.   

  • Understand and manage emotions before and during the conversation to avoid escalation.   

  • Utilize proven techniques for effective communication, listening, and approaching the conversation.   

So, are you ready to transform your relationship with your employees? If so enroll now, we look forward to seeing you in the course! 

Guarantee: We know you will love this course. However, we offer a no-questions-asked 30-day money-back guarantee if the course does not meet your needs for any reason.  

Course Syllabus

  • 1


    • Introduction - Manager's Guide to Difficult Conversations

    • What are Difficult Conversations and Why Do We Avoid Them?

    • Difficult Conversations and Why We Avoid Them

    • Consequences of Avoiding Difficult Conversations

    • Exercise: The Cost of Not Having Difficult Conversations

  • 2

    Taking Responsibility

    • Preparing Yourself First

    • Exercise: Preparing Yourself

    • Defining Desired Outcomes

    • Defining the Desired Outcome

    • The Importance of Timing and Location

    • Exercise: The Importance of Timing and Location

  • 3

    Facilitating the Conversation

    • Beginning the Conversation

    • Exercise: Beginning the Conversation

    • Managing Emotions: Prepare

    • Exercise: Managing Emotions: Being Prepared

    • Managing Emotions: During Conversations

    • Exercise: Managing Emotions During the Conversation

    • Example Scenarios

  • 4

    Communication Strategies

    • Communication Mistakes to Avoid

    • Exercise: Communication Mistakes to Avoid

    • Effective Communication Techniques

    • Exercise: Effective Communication Techniques

    • Effective Listening

    • Exercise: Effective Listening

  • 5

    Wrap-Up and Next Steps

    • Tips for Avoiding Future Difficult Conversations

    • Conclusion and What's Next


Lead Instructors & Coaches

Joeel & Natalie Rivera

Joeel and Natalie Rivera are professional speakers, trainers, and coaches. Their mission is to provide tools that empower people to ignite their dreams,  unleash their potential and fulfill their purpose. Through their  company, Transformation Services, Inc., they provide digital content  publishing, online courses, and life coach training programs that act as  a catalyst for personal empowerment. Joeel  is a former psychology professor with a Master’s Degree in Counseling  and Education and is currently completing his dissertation for his Ph.D.  in Psychology, with an emphasis on happiness. Using the science of  psychology and human potential, they train leading edge entrepreneurs,  leaders, life coaches, and individuals how to master the power of their  mind and create their destiny.They  are serial entrepreneurs who challenge and inspire others to take their  power back through self-employment as INDIEpreneurs, (self-employed  freedom junkies). Between the two of them, they’ve started over a dozen  businesses, from photography to a non-profit teen coaching center, and  from an import business to a holistic virtual office. They  became INFOpreneurs in 2014 when they fully transitioned their print  magazine into digital format because they found they could reach an  exponential, worldwide market at a fraction of the time and cost. They  closed their physical offices and began converting their in-person  workshops and speeches into information products and online courses. Then, in 2015 they received a proverbial “kick in the pants” to go  “all-in” when Joeel fell ill after traveling overseas. Unable to leave  the house, they continued reach and inspire their market by creating 50  online courses in only 2 years, including digitizing their popular life  coach training programs and certifications. Today, they have served 300,000+ students from 195 countries.