This course introduces the essentials of difficult conversations, including an explanation of what they are and why they're difficult, how to manage the stress commonly associated with them, and how to prepare for and deal with them. This can result in a normally difficult encounter into a positive experience.

For an optimal experience please check the minimum computer system requirements.

This online course forms part of the SkillsNet short course suite.

Please note this course is only available to CPA Australia members.

Learning objectives

  • Identify the guidelines to follow to determine when to have a difficult conversation
  • Recognise the stages for preparing for a difficult conversation that have been followed in a given scenario
  • Identify the statements or actions made by a manager that indicate the right frame of mind during a difficult conversation
  • Identify the appropriate mind-set to have when approaching a conversation


Management level employees wanting to develop or refine their skills in delivering a difficult message to their direct reports, colleagues, or superiors

60 Minutes

365 Days