• Administration

Difficult conversations for front line staff

PL # 11962.
Starting on 5 Nov 2018
Cancellation permitted until 30/10/2018
For Members$250
For Catholic Members$350
For Non-Members$450
Registration Close Date 30/10/2018
Register Now

Registrations open to

  • AISWA Member Schools (non-CEO)
  • Catholic Member Schools
  • Non-Members


Difficult and Challenging Conversations are almost inevitable in the workplace and may present themselves in a number of formats, for example, customer service, discipline, grievance, personal issues, redundancy, interpersonal conflict and performance management. Knowing how to approach a difficult conversation will ensure staff are able to have challenging, yet important, conversations in a way that allows them to reach their goals and maintain good relationships with staff and other stakeholders.

How we deal with conflict is not often considered. In addition, tools for managing conflict so that differences might be transformed into opportunities are certainly not taught on a regular basis. This workshop will allow staff to consider the spectrum of conflict and dispute resolution approaches they might use to manage conflict in the workplace. It will also improve ability to handle difficult conversations and strengthen relationships, including the opportunity to improve effective communication skills.
Participants will practice applying the skills and methods learned through a variety of exercises (e.g. roleplay) and case studies.

Using a practical approach, the following course content is covered:

  • What is a difficult conversation?
  • Identifying our reactions under stress
  • Understanding others’ point of view
  • Understanding conflict, different types and sources
  • Understanding why conflict matters and the impact it has on productivity and relationships
  • Effective communication (i.e. active listening, nonverbal communication, managing stress, emotional awareness, assertiveness)
  • How and when to approach and initiate a difficult conversation
  • How to ask appropriate questions and frame conversations to move people from a problem saturated view to a Solution Focused view
  • Understanding personal preferences for managing conflict
  • Factors impacting on conflict resolution – gender, self-concept, expectations etc.
  • Managing emotions

More Information


Melanie Fisher

Vital Conversations Medibio

Melanie is a dynamic and engaging therapist, coach and facilitator who is results focused, able to provide keen insight into a client, group or team in a professional, warm and genuine way. She has worked with a variety of public and private organisations and in the higher education sector. Strategic and considered in her approach to organisational development, facilitation and coaching, Melanie helps her clients to quickly understand their needs and define a helpful path forward. Melanie has contributed to empirical research in the field of Executive Coaching and is passionate about having the right conversation to help individuals achieve their goals.

Melanie is a fully registered psychologist and member of the Australian Psychological Society. Her professional training in commerce, counselling and organisational psychology give her a unique perspective on giving people the tools to flourish as individuals and leaders, both in a team and as part of the wider organisation. She has significant professional experience in organisational development interventions such as change management, leadership development, culture change, grievance management, organisational restructure and talent management.



Event Segment

Date / Time

Starts: 08:30
Finishes: 15:30


76 Birkdale Street
Floreat WA 6014

Learning Area

  • Administration

School Area

  • Leadership
  • Business Manager

Event Contact

AITSL Standards