Course Outline - Half Day Course

Difficult conversations are an unavoidable part of leadership, particularly in the fast-paced and people-focused

club environment. Conversations about performance, behaviour, conflict, or sensitive personal matters can

feel uncomfortable, yet avoiding them often leads to escalated issues, damaged relationships, and increased

risk for Clubs.

Designed for Club Managers and leaders, this half-day course provides practical frameworks and strategies

to help managers prepare for, lead, and navigate difficult workplace conversations with confidence and

professionalism. Participants will develop skills to remain calm under pressure, manage emotional responses,

and communicate clearly while maintaining respect and trust.

This course takes a trauma-informed and legally aware approach to common workplace scenarios, equipping

managers to address issues early, support staff wellbeing, and uphold organisational standards.

Course content includes:

+ Understanding why difficult conversations matter and the risks of avoidance

+ Preparing for high-stakes or emotionally charged workplace discussions

+ Practical conversation frameworks to address performance, behaviour, and conflict

+ Managing defensiveness, emotions, and power dynamics during conversations

+ Applying a trauma-informed approach to sensitive and complex workplace issues

+ Handling common club-based scenarios including performance feedback, disciplinary discussions,

conflict resolution, and disclosures of domestic and family violence

Participants will leave with:

+ A clear structure for planning and leading difficult discussions

+ Greater confidence when addressing underperformance or misconduct

+ Strategies to de-escalate emotionally charged situations

+ Practical tools to document and follow up conversations appropriately

+ Increased awareness of legal considerations and duty of care obligations

+ Confidence to respond appropriately when sensitive disclosures arise

This course is suitable for General Managers, department heads, supervisors, and emerging leaders within

Clubs who are responsible for managing teams and maintaining workplace standards. It is particularly valuable

for leaders seeking to strengthen their communication capability, reduce risk, and create a workplace culture

where issues are addressed early and respectfully.

CMAA Members & CMDA Affiliates earn 6 points for successful course completion.