Difficult conversations with customers, with staff or with supervisors are usually not comfortable, but steps can be taken to ensure a positive end result. This course will cover tools and best practices to ensure that even the most challenging conversations will result in a happier workplace.
At a glance
Please note: UW-Madison now requires payment upon registration. If you need to pay with a check, please use the form below and mail the check with your registration.
Register online in March
Register by phone: Pyle Center, (608) 262-2451
Register by mail: Print a Registration Form
Login information will be emailed to you a few days before the course begins
- To determine when it’s time to have a difficult conversation
- To provide tools on how to start difficult conversations
- To determine how to stay calm
- To understand how to approach people resistant to talking
- To approach instances of unacceptable work behavior
- To develop effective follow-up after difficult conversations
Pass/Fail grade is based on completing all weekly lessons, discussions, and assignments.
Jamie Matczak is the education consultant at Wisconsin Valley Library Service in Wausau, WI. Previously the associate director/continuing education coordinator for the Nicolet Federated Library System in Green Bay, she has taught Business Communication at Lakeland College, has a BA in Advertising from UW-Eau Claire, and an MS in Applied Leadership for Teaching and Learning from UW-Green Bay. Jamie has presented on marketing, social media and communication at state-wide and national conferences.