Mastering Difficult Interactions

Price: R550,00

Duration: Self-paced

Download Brochure

Ever tried arguing with a GPS? You say left, it says right, and somehow, you’re in a river.
That’s what difficult conversations feel like when no one’s listening.
This course helps you reroute the drama and reach your destination without the passive-aggressive “recalculating.”

Difficult interactions are a natural part of life, especially in personal and professional environments. Whether it’s a tense conversation with a colleague, addressing a frustrated customer, or receiving feedback that stings, these moments can challenge us emotionally and intellectually. However, when understood and approached strategically, they can serve as opportunities for growth, improved communication, and stronger relationships.

This course covers the psychology of conflict communication, building emotional intelligence for tough conversations, and provides you with strategies for navigating challenging conversations. It also looks at conflict resolution and problem-solving as well as cultivating long-term communication success.

Why ESC?

Equip students for executive roles in professional environments.

Study part-time and learn all the essentials in a short time.

Central to the learning process, take a course that considers you.

ESC is committed to empowering professionals at every stage of their career journey.

Learning Outcomes:

Understand common triggers and underlying causes for difficult interactions.
Understand the emotional triggers that contribute to conflict and how they impact communication.
Recognise different communication styles.
Understand the four components of emotional intelligence and how they apply to difficult conversations.
Apply a structured framework to prepare for, deliver, and resolve challenging conversations.

Demonstrate active listening techniques to reduce tension and foster understanding.
Practice de-escalation methods to keep discussions calm and constructive.
Understand and apply collaborative problem-solving techniques to resolve conflicts constructively.
Develop negotiation skills that prioritise mutual gains and foster win-win outcomes.

Module Content:

Module 1: Introduction to Difficult Interactions
Module 2: The Psychology of Conflict and Communication
Module 3: Building Emotional Intelligence for Tough Conversations
Module 4: Strategies for Navigating Challenging Conversations
Module 5: Conflict Resolution and Problem-Solving
Module 6: Cultivating Long-Term Communication Success