This workshop helps participants master the psychology of communication, especially in situations that require giving negative feedback, handling confrontation, or addressing uncomfortable topics. Many people confuse assertiveness with aggression, but true assertiveness stems from confidence, self-awareness, and emotional control. This session will help you respond clearly and confidently in any difficult conversation.

Through a deeper understanding of emotional triggers, mindset framing, and the technical tools of dialogue, this workshop guides participants to approach difficult conversations with empathy, intention, and structure. You’ll learn how to de-escalate tension, avoid triggering defensive reactions, and preserve relationships while addressing the issue directly and professionally.

Objective

By the end of this workshop, participants will be able to:

• Understand the difference between aggression and assertiveness, and how confidence plays a central role.
• Recognise emotional triggers and learn how to respond calmly and effectively.
• Apply techniques to disarm tension and prevent escalation quickly.
• Use the "Power of Intention" to set a friendly, non-hostile tone from the beginning of the conversation.
• Choose words carefully to avoid unnecessary defensiveness (e.g., avoiding phrases like "you’re wrong" or "I have a better idea").
• Practice mindful conversations that promote understanding and resolution over confrontation.
• Break down the different types of difficult conversations (e.g., performance feedback, personal issues, conflict resolution).
• Handling conversations with sensitivity, emotional intelligence, and clarity.
• Plan and structure conversations using easy-to-follow frameworks.
• Maintain relationships and professionalism, even after delivering hard truths.

Outline

1. The Psychology of Assertiveness

• Confidence vs Aggression
• Feeling good about yourself before addressing tough topics
• Why do some people become combative under pressure

2. Understanding Emotional Triggers

• Identifying your own and others’ emotional triggers
• What causes escalation, and how to interrupt it
• How to stay emotionally neutral and in control

3. The Power of Intention

• Communicating your intent clearly within the first few seconds
• Establishing safety and trust before diving into the issue
• Body language, tone, and presence

4. Mindful Conversations

• How to be present and choose the most appropriate, not just “truthful,” reply
• Avoiding reactive language and personal attacks
• Examples of high-sensitivity phrasing

5. Strategic Language Use

• Words and phrases that reduce defensiveness
• How to express disagreement without sounding dismissive
• Building bridges in conversations with careful wording

6. Frameworks for Difficult Conversations

• Planning ahead: What’s the objective, what are the risks?
• Step-by-step breakdowns: Opening, engaging, resolution, closure
• Preparing mentally and emotionally for high-stakes talks

7. Maintaining Relationships After Tough Talks

• Repair and rebuild: What to say after the conflict
• Leaving the door open for future collaboration
• Managing your reputation as a fair and confident communicator

Who should attend

Managers, team leaders, supervisors, HR professionals, client-facing staff, and anyone who needs to communicate with clarity and emotional intelligence during high-stress conversations.

Methodology

Testimonial

Josey Koh's Profile

Corporate and WSQ Soft Skill Trainer | ACTA & ICF-ACSTH | LEGO® Serious Play® Facilitator | Motivational Speaker | Positive Psychology Practitioner | Enneagram Practitioner | Discovery Coach | Certified facilitator | MOE Registered Trainer | Laughter Yoga Leader | Etiquette and Image Consultant

Josey is an ACTA-certified, bilingual (English–Mandarin) Corporate and WSQ Soft Skills Trainer, Discovery Coach, and practitioner in Positive Psychology and the Enneagram. She brings extensive experience designing and delivering workshops, training programmes, and lunch-and-learn sessions for adult learners across diverse industries and professional backgrounds, both online and in face-to-face settings.

Known for her dynamic and learner-centred facilitation style, Josey creates engaging, interactive, and practical learning experiences that enable participants to apply concepts immediately at work. Her sessions are consistently rated highly for their energy, relevance, and real-world application.

Her areas of expertise include leadership, communication and presentation skills, customer service excellence, Train-the-Trainer, office administration, facilitation, negotiation, time and stress management, telephone etiquette, business and social etiquette, and adult learning methodologies.

Josey holds a Graduate Diploma in Applied Positive Psychology and Mindfulness, graduating with distinction in the Positive Psychology module. She integrates evidence-based positive psychology principles into her training to enhance motivation, resilience, and performance outcomes.

Her clientele includes government agencies and leading organisations such as the Ministry of Culture, Community and Youth (MCCY), Ministry of Education (MOE), Ministry of Finance (MOF), HSBC Singapore, IBM Singapore Pte Ltd, Central Provident Fund Board, ISO-Team Corporation Pte Ltd, and the Singapore Land Authority, among others.

Josey consistently receives excellent participant feedback for her engaging facilitation approach, enriched with practical insights and real-life stories, making every session impactful, memorable, and results-driven.

"Josey is lively, bubbly and not short of words. Great Job! almost PERFECT !"

"I have enjoyed Josey’s facilitation session. She has make the Excellence Service and Effective Communication Workshop so lively !”