Managing Complaints and Difficult Conversation

This practical program equips participants to manage complaints and difficult conversations with internal and external stakeholders. Participants learn to recognize stakeholder needs, manage emotions, communicate assertively, and use the HEAR framework to move conversations toward clear solutions, ownership, and follow-up.

After completing this program, participants will be better able to:

• Distinguish external complaints from internal difficult conversations
• Identify and prioritize internal and external stakeholders
• Manage emotional triggers and remain professional under pressure
• Apply empathetic and assertive communication
• Use HEAR to clarify issues, acknowledge impact, and agree on solutions
• Align PIC, timeline, escalation, and follow-up to protect trust