Difficult Conversations: Master Difficult Conversations
4.3 (1,117 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
4,361 students enrolled

Difficult Conversations: Master Difficult Conversations

Difficult Conversations: Master Difficult Conversations, Communication Styles, Power Of Silence, How To be Persuasive
4.3 (1,117 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
4,361 students enrolled
Last updated 5/2018
English [Auto-generated]
Current price: $87.99 Original price: $134.99 Discount: 35% off
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This course includes
  • 1 hour on-demand video
  • 5 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Have the courage, the tools and insight to have difficult conversations
  • An open mind and a willingness to learn

If you want to effectively communicate with your co-workers, employees, boss, family and friends, then this is course for you! Communication Fundamentals: Master Difficult Conversations introduces you to the key tools and know-how that you need to effectively communicate in order to build stronger relationships and better outcomes! In this course you'll learn how to use the communication process, the various channels of communication and how to recognize which channel is appropriate for which style of personality, the power of persuasion and how to utilize multiple persuasion styles, how to work and manage virtual teams, how to communicate cross culturally, and more! And, you'll learn how to do it in a way that's both informative and engaging!

What Will I Learn?

  • Identifying and flexing with different personality types, communication styles
  • The difference between formal and informal styles of communication and when to use each
  • How to put yourself in the shoes of the receiver in order to truly understand what they're trying to get across
  • The power of silence and when to use it
  • How to be persuasive with different types of personalities in order to reach the best outcome

And more!

This course is also full of examples and activities that allow you to practice what you are learning!

Work with me over 6 exercises to develop your competencies and communication skills!

Learning Communication Fundamentals will benefit you professionally as you gain skills and acquire tools that will enable you to lead your team, create a cohesive momentum within your company and become a strong communicator in any situation! This is an important skill for leaders and anyone dealing with a team or people to have in order to create a successful workplace environment.

Communication Fundamentals can be challenging and complex. To navigate this maze you need to develop the skills to communicate with different types of people, in multiple situations and you have to know when and how to communicate so that both you and the other party are happy, and that is exactly what you will learn to do in this course! 

This Communication Fundamentals: Master Difficult Conversations course brings Lorraine Wiseman's 25+ years of experience and industry know-how, to you! Her unique teaching style comes from her experience in presidential roles in 7 companies, in 6 countries around the world.

By the end of this course you will be able to confidently and effectively communicate in any situation and environment, and by doing so, build stronger relationships, motivate employees, achieve company goals and reach business objectives. 

We look forward to seeing you in the course!

Who this course is for:
  • Anyone who wants to get better at having difficult conversations
  • Anyone who feels uncomfortable discussing issues with another person
  • Anyone who has a fear of conflict and would like to become more comfortable with conflict
Course content
Expand all 35 lectures 01:01:54
+ Introduction
1 lecture 02:56

Welcome to this course on  Difficult Conversations!

In this lesson, your instructor Lorraine Wiseman will share her experience as a global leader and expert in difficult conversations. Lorraine will share the tools you will learn in this course.

Preview 02:56
+ The Process Of Communication
5 lectures 06:33

In this lesson we explore the depths of communication and look at exactly what communication is!

Preview 01:14

In this lesson we will explore and define the communication process by looking at communication and receiver interpretation, noise and response!

Preview 01:21

In this lesson you will learn about strategic conversations, effective listening, discernment, body language and dialogue!

Preview 01:55

In this lesson we look at both formal and informal communication and discuss the positives and negatives of each. We also look at various situations and when informal vs formal communication would best apply.

Preview 01:52

Given the situation and message that needs to be delivered, identify the best channel for communication.

Preview 00:11
+ What Makes A Conversation Difficult?
7 lectures 13:59

In this lesson we will explore why peoples interests conflict with one another and how to work with conflicting interests.

Preview 02:51

In this lesson you will learn about the different personality style's and gain a better understanding of which personality style you are!

Personal Styles

In this lesson we explore the importance of trust and how you may, without even realizing it, be causing people to not trust you. We also look at how to gain trust with others. 

Trust Or Lack There Of

In this lesson we explores the various versions of the truth. And yes there are many.

Different Versions Of The Truth

When having a difficult conversation it is important to be prepared for strong emotions to arise. In this lesson we explore strong emotions and how to effectively communicate when facing strong emotions from another person.

Strong Emotions

Being aware of your own emotions will support you when it comes to wanting to avoid difficult conversations. Having self-confidence will help you face those tough talks. In this lesson we explore deflection! 


Given the 5 scenarios attached, what would make the conversation difficult?

+ Difficult Conversations: Clear Messages
7 lectures 12:20

When you are speaking with another person, to maintain credibility, trust and rapport, it is important to think before you act. In this lesson we dive into just that!

Think Before You Act

Before coming to any conclusions, it is necessary to gather and evaluate the facts. Let's learn more about this!

Gather And Evaluate Your Facts

Everyone has emotions and understanding emotions will make you a stronger, more confident communicator in difficult situations and when having difficult conversations.

Understanding The Emotions

We all have our own perceptions of reality. It is important to recognize that everyone has their own perception. In this lesson, this is discussed in detail!

Perception And Reality

In this lesson you will learn how to create a positive outcome out of any situation!

How Can The Outcome Be Positive?

Answer the pertinent questions: what is the issue, facts, assumptions, feelings; what do you want to achieve from the discussion?

Define Your Strategy

Think of a difficult conversation you need to have in the near future.  Following the guidance from this course so far, prepare the strategy for your discussion.

+ Difficult Conversations: The Conversation
7 lectures 11:52

It's time to have the conversation. In this video Lorraine will go over the important elements and tools to keep in mind and apply to any difficult conversation, in order to achieve the best possible outcome. 

Conducting The Conversation

Let's look at open-ended vs closed ended questions; probing questions and level 3 questions.

Asking Questions

There are several ways to listen loudly including; empathic listening, managing your thought process and manage the emotions. Let's explore!

Listening Loudly

In this lesson we look at finding the place where you agree. We also look at the need to adapt or rebalance and how to do so.

Common Ground

In this lesson you will learn about establishing commitments and timelines for both parties as well as actions to be taken if they are not fulfilled.

Defining The Path Forward

Watch the example of a difficult conversation in the next lesson. Identify what went well, the skills used and what could have been done differently.

Difficult Conversation Scenario

Identify what went well, the skill used and what could have been done differently

Difficult Conversation Scenario To Watch
+ Difficult Conversations: Follow Up
3 lectures 05:12

Immediately following the meeting take time to reflect on your communication and its effectiveness. Answer a series of reflective questions. Make notes about the conversation.

Understanding Yourself And Reflection

In this lesson we look at how to appropriately take action when the agreed outcome is not delivered.

If You Say It Do It

Go back to the clips in the last exercise, use the reflective worksheet and answer the questions from the perspective of the person delivering the message and the person receiving the message.

Section 6 Exercise
+ Summary And Closing
5 lectures 09:02

In this lesson we look at understanding that each difficult conversation requires flexibility in approach. 

The Importance Of Having Difficult Conversations

In this lesson we explore the importance of timelines in addressing difficult conversations.

Dealing With Problems Earlier Than Later

In this lesson Lorraine summarizes all the steps in preparing for, having and reflecting on a difficult conversation.

A Summary Of The Process

Have the conversation you prepared for in Section 4. Reflect on the conversation using the worksheet and follow up in writing.


Congratulations! You have completed this course! In this lesson Lorraine shares final thoughts and how you can move forward with the confidence and tools to have difficult conversations!