Power Skills • For every role • ~90 min
Difficult Conversations and Conflict
The conversation you keep postponing is usually the one that matters most.
What you'll get: Every difficult conversation is really three conversations stacked on top of each other: what happened, feelings, and identity. We talk only about the first, while the other two are what create the deadlock. This ~90-minute Power Skills course walks all three layers, the three-part opening that decides the first sixty seconds, how to separate what you observed from the story you built, how to handle it when the other person withdraws or explodes, the five conflict responses and when each is right, and a four-step process for mediating between two people on your team.
Who is this course for?
- Managers who have to raise hard things with their people
- Anyone working across departments with competing interests
- HR handling internal disputes and employee relations
- Anyone postponing an important conversation
After this course, you will
- Identify which layer is driving and respond to the right one
- Open in three parts so you do not trigger defensiveness
- Handle withdrawal into silence and escalation into attack
- Mediate between two people without having to declare who is right
Course content (4 modules)
Module 1
The three layers under every difficult conversation
What happened, feelings, and identity — why arguing the first layer never finishes.
24 min
Module 2
During the conversation: silence and explosion
Separating observation from story, handling withdrawal and anger, and how to close.
26 min
Module 3
Conflict: five responses and the mediator role
Five conflict styles, when each is right, and how to mediate between two people on your team.
26 min
Module 4
Final test & certificate
A 10-question test covering the whole course; 8/10 unlocks the certificate.
18 min
Certificate in Difficult Conversations and Conflict
Complete all 4 modules and score at least 8/10 on the final test to unlock the certificate — issued by Nhan Ha (Tony), MBA, SHRM-CP via TTD. Download the PDF, print it, and share it on LinkedIn.
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