Navigating Difficult Conversations
TGS-2026065521
Stay calm. Say what matters. Keep the conversation moving.
An upset customer. A disagreement with a colleague. A boundary you need to explain. Learn a practical, step-by-step way to handle difficult conversations with empathy and clarity.
SkillsFuture funding is available for eligible learners. Eligibility and the nett fee payable will be confirmed before enrolment.
Course Overview
You know the issue needs to be addressed. But when someone becomes defensive, raises their voice or pushes back, finding the right words can be difficult.
Navigating Difficult Conversations equips you with a structured way to prepare, open and guide challenging discussions. You will learn to recognise what is driving the conflict, respond to emotional reactions and explore workable options within your role and organisational policies.
Through realistic scenarios, trainer demonstrations and guided practice, you can test your wording, receive feedback and prepare for the conversations you actually face at work.
Course Ref No.: TGS-2026065521
Training Provider: Blended Concept Pte. Ltd.
Course Type: Non-WSQ
Course Outline
Spot Conflict Before It Escalates
Recognise the signs, stages and causes of conflict in frontline settings.
Understand the emotional triggers and unmet needs that turn an everyday exchange into a difficult conversation.
Prepare With a Clear Purpose
Clarify your objective and separate facts from assumptions.
Consider the other person’s perspective, and set your professional boundaries before you begin.
Open Without Adding Tension
Name the issue objectively and frame your intent without blame.
Practise tone, language and opening statements that reduce defensiveness and invite a constructive response.
Respond When Emotions Run High
Use acknowledgement, calibrated questions, reframing and pauses to manage pushback.
See ineffective and effective responses modelled, then practise your own.
Close With Workable Agreements
Summarise key points, agree on next steps and explain limits clearly.
Know when to document, follow up or escalate, while protecting the relationship and your organisation’s interests.
Put It All Into Practice
Work through full conversations, from opening to closure, using realistic service and social service scenarios.
Learn through role-play, reflection and feedback from peers and the trainer.
Learning Outcomes
By the end of this course, you will be able to:
- Recognise the signs, stages and causes of conflict in frontline interactions.
- Prepare for difficult conversations by clarifying objectives, issues, perspectives and boundaries.
- Open and frame difficult conversations objectively, using respectful language.
- Navigate emotional reactions and resistance to reduce tension and preserve working relationships.
- Close conversations with clear agreements, boundaries and next steps, including documentation or escalation where appropriate.
- Apply these conflict management skills in realistic workplace situations.
Duration
This is an 7-hour classroom programme comprising:
6.5 hours of facilitated training
30 minutes of assessment
Upcoming Schedule
For schedule, check out the registration page for upcoming dates and enroll with us.
Organisations may also enquire about an in-house run for their teams.
Course Fees and Subsidies
Full course fee: S$340.00 per participant
Before SSG funding. No GST applies.
| Learner category | SSG funding | Nett fee payable |
|---|---|---|
| Full course fee (no funding) | – | S$340.00 |
| Singapore Citizens and PRs below 40 years old | S$170.00 | S$170.00 (50%) |
| Singapore Citizens aged 40 and above | S$238.00 | S$102.00 (30%) |
| SME-sponsored employees | S$238.00 | S$102.00 (30%) |
Course reference: TGS-2026065521
Course support period: 11 August 2026 to 19 April 2028
Not sure whether you qualify? Ask us about dates and funding and we will help you check before you enrol.
For schedule, check out the registration page for upcoming dates and enrol with us.
Note: Funding is subject to eligibility, and requires learners to meet the attendance and assessment requirements.
📞 Enquiries & Registration
📧 hello@blendedconcept.com
📲 WhatsApp: +65 9061 5844
📝 Enquire about this programme
Other Course Details
Who Should Attend
Frontline staff and customer service officers
Social service paraprofessionals
Educators and volunteers
Anyone who needs to handle emotionally charged conversations professionally
Assessment
Practical role-play of a difficult conversation.
Reflection journal with an oral interview on how you will apply your learning at work.
Learning Approach
Classroom facilitated training with discussions, trainer demonstrations, drills, small-group role-play and structured feedback.
Bring a workplace situation you would like to handle more confidently, with names and identifying details removed.
Frequently Asked Questions
Will we practise what to say?
Yes. The course includes trainer demonstrations, drills and role-play in small groups, so you can practise your wording and receive feedback from peers and the trainer.
What kinds of difficult conversations will this course help me with?
The course focuses on professional situations, such as addressing performance concerns, responding to complaints, managing disagreements or saying no to a request. You can also apply the skills in your personal life, for example, when setting boundaries with family, discussing shared responsibilities with a partner or working through a misunderstanding with a friend.
How is the course assessed?
Assessment includes a practical role-play and a reflection journal with an oral interview, where you share how you will apply your learning at work.
How much is the course fee?
The full course fee is S$340.00 per participant before SSG funding. No GST applies. With SSG funding, the nett fee payable is S$170.00 for Singapore Citizens and PRs below 40, and S$102.00 for Singapore Citizens aged 40 and above or SME-sponsored employees. We will confirm your eligibility before enrolment.
When is the next run?
For schedule, check out the registration page for upcoming dates and enrol with us.
Can our team attend together?
Yes. Contact us about an in-house run. Share the situations your staff typically encounter, and we will discuss suitability and delivery arrangements.
🔎 Important Information
This course is conducted by Blended Concept Pte. Ltd. It is a Non-WSQ course supported under SkillsFuture.
Course fees, funding eligibility and the nett fee payable are subject to SkillsFuture Singapore’s prevailing terms and will be confirmed with you before enrolment.
No physical roadshows, door-to-door outreach, or in-person solicitation is conducted.
Course Reference Number: TGS-2026065521
Course support period: 11 August 2026 to 19 April 2028
Blended Concept is a social enterprise registered with raiSE Singapore.
