CW: Managing Reactions in Difficult Conversations -new!

Presented by: 
Diane A. Ross
Wednesday, March 13, 2019 - 9:00am
Children’s and Women’s Hospitals Campus
BC Children’s Hospital Research Institute, 2108 (main floor)
Focus Areas: Resiliency, Team Dynamics, Leadership


Do you agonize over having difficult conversations? Or when you do end up forced into one of these conversations, do you find yourself wondering how it all went so wrong?

Our natural inclination is to avoid hard conversations at all costs, but when we avoid conflict, issues don’t get resolved, feelings are hurt, and important conversations are not had.

Then there are those conversations that are unplanned where we suddenly find ourselves in the middle of a heated discussion. To manage these difficult conversations, we need tools and strategies to understand our triggers and the other person’s reactions quickly before things spiral out of control! 

The key is realizing that while we can’t avoid these conversations, we can learn how to stay calm in how we react and have the power to influence the conversation.

“Managing Reactions in Difficult Conversations” is a half-day workshop designed to help participants stop agonizing over having difficult conversations and give them the confidence to address challenging situations.

In this session you will learn:

  • What your triggers are when having difficult conversations and how to manage them
  • How to keep things on track even in the face of strong reactions using skills of empathy, listening and the power of not reacting
  • Helpful tools to stay cool and reduce defensiveness, blame, and other unpleasant reactions

Participants in the workshop will learn through:

  • Theory bursts
  • Role-playing exercises
  • Small group work and discussions


We hear from many members that interpersonal communication is one of the big challenges of the modern workplace. Our hope is that this session will offer some ideas for how to engage with your colleagues effectively and respectfully.

If you are experiencing workplace issues including having a difficult conversation with your manager or colleague and want to understand your rights, please contact the for a confidential conversation.


This session is designed for any AAPS members who would like to learn some tips and techniques for handling themselves during difficult conversations. Please note that this will be a highly participatory workshop with lots of discussion and interaction. Not sure if this program is right for you? Please contact


“Diane was highly knowledgeable, approachable and genuine.”

“Very dynamic, organized presenter. I enjoyed how much she engaged the audience, and promoted group collaboration.”


Diane A. Ross is an executive coach, leadership mentor, and difficult conversations expert who teaches people around the world how to have the courage to tackle difficult conversations with confidence, poise, and power. A former litigation lawyer turned author and professional speaker, Diane brings a combination of real talk, skill development and her signature no-nonsense approach to getting the job done no matter how difficult the situation may be. She’s a Certified executive coach and trained in advanced negotiation and mediation at Harvard Law School.


Managing Reactions in Difficult Conversations (new)
Facilitated by Diane Ross
Date: Wednesday, March 13, 2019
Time: 9:00am-11:00am
Location: Children’s and Women’s Hospitals Campus
Building: BC Children’s Hospital Research Institute
Address: 938 West 28th (use the entrance facing Children’s Hospital instead)
Room: 2108 (main floor)


Please follow this link to register.

A confirmation or notice of a wait list from AAPS PD will be emailed to you within a couple of days. Please review the email carefully.

Kindly remember that the AAPS PD Program is available to members of AAPS only. Please note that photos and video may be recorded during this session for use in AAPS communications material.