Managing Difficult Conversations with Emotional Intelligence

26-27 Nov, 2025, CONCORDE HOTEL KUALA LUMPUR

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DR ANGELINE ANN SAMUEL
PHD in Behavioural Economics NUS
Bachelor of Software Engineering (Hons), University of Staffordshire
CEO & Founder Of A TECH
Certified Ethical Hacker (CEH)
Computer Hacking Forensic Investigator (CHFI)

 

Our consultant is an experienced specialist in professional development and digital marketing. She has been spearheading a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions. She was involved with ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.

 

Her everyday role entails: strategic planning, managing and leading teams in diverse roles, sales/
marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive & market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.

 

Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and
consultant, working with multiple organisations.

 

Her Client’s Include :
• SIRIM , Malaysia
• MATA , Malaysia
• Palace of the Golden Horses, Malaysia
• Royal Chulan, Malaysia
• Bank Islam, Malaysia
• B Braun Malaysia
• Total Worx Asia
• Lafarge Cement
• PETRONAS Malaysia
• Dragon Oil Dubai
• Halliburton
• Zimbabwe Power Corporation
• Canon
• National Bank Of Malawi
• PNG Ports Corporation Limited
• Qatar Petroleum Company
• Qatar Petrochemical Company (QAPCO)
• The Tanzania Institute Of Bankers
• Alinta Energy Sydney, Australia
• Celestica Malaysia Sdn Bhd

 

Venue Details

CONCORDE HOTEL KUALA LUMPUR
2 Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia,
Phone : 03 2144 2200

https://kualalumpur.concorde hotelsresorts.com/

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON

SESSION A : EQ FOUNDATIONS & UNDERSTANDING DIFFICULT
CONVERSATIONS
• Module 1: Introduction to Emotional Intelligence in Difficult Conversations
• Module 2: Self-Awareness in High-Stakes Interactions
• Module 3: Self-Regulation for Composure & Professionalism
• Module 4: Understanding the Other Person’s Perspective
• Module 5: Preparing for a Difficult Conversation

SESSION B: APPLYING EQ STRATEGIES TO MANAGE DIFFICULT
CONVERSATIONS
• Module 6: Building Rapport Before Addressing Tough Topics
• Module 7: Communication Techniques for Tense Situations
• Module 8: De-escalating Emotional Reactions
• Module 9: Reaching Agreement & Moving Forward
• Module 10: Reflection & Personal EQ Action Plan

OBJECTIVES

This 2-day practical training course equips participants with the skills to navigate challenging conversations with confidence, composure, and empathy.

Using the principles of Emotional Intelligence (EQ), participants will learn how to manage their own emotions, read the emotions of others, and communicate in a way that builds trust and resolves tension.

This course covers preparation strategies, active listening techniques, de-escalation methods, and structured approaches to reaching constructive outcomes. Through roleplays, real-world scenarios, and guided self-reflection, attendees will develop a personal action plan to improve their ability to handle sensitive discussions while maintaining strong, respectful relationships.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Defining Emotional Intelligence and its role in managing difficult conversations.
  2. Recognizing personal emotional triggers and their influence on communication.
  3. Applying self-regulation strategies to remain calm under pressure.
  4. Demonstrating empathy to understand the perspective and emotions of others.
  5. Preparing effectively for high-stakes or sensitive discussions.
  6. Building rapport and psychological safety before addressing tough issues.
  7. Using assertive yet respectful language to express needs and boundaries.
  8. Applying active listening and reframing to clarify misunderstandings.
  9. De-escalating emotional reactions to keep conversations productive.
  10. Developing a personal EQ improvement plan for handling future challenging interactions.
WHO SHOULD ATTEND
This course is ideal for:
• Managers & Supervisors who need to address performance or behavioral issues.
• Team Leaders managing interpersonal conflicts within teams.
• Customer Service & Client Relations Professionals handling complaints or escalations.
• HR Professionals conducting sensitive employee discussions.
• Sales & Account Managers navigating tough negotiations with clients.
• Project Managers resolving cross-functional disputes.
• Business Owners & Entrepreneurs dealing with difficult stakeholder conversations.
• Anyone in a leadership or communication role
who wants to handle challenging interactions with empathy and effectiveness.
METHODOLOGY
The Active Learning Activities will include:
• Hands-On Exercises
• Group Discussions
• Case Studies
• Workshops
• Interactive Storytelling
DAY 1
 

SESSION 1: EQ FOUNDATIONS & UNDERSTANDING DIFFICULT CONVERSATIONS

9:00

Module 1: Introduction to Emotional Intelligence in Difficult Conversations

  • What EQ is and why it matters in challenging discussions
  • How emotions shape communication outcomes
10.45

Module 2: Self-Awareness in High-Stakes Interactions

  • Identifying your emotional triggers
  • Recognizing how your emotions influence tone, body language, and word choice


12.00

Module 3: Self-Regulation for Composure & Professionalism

  • Staying calm under pressure
  • Techniques to control impulsive reactions
1:00 Lunch
2:00

Module 4: Understanding the Other Person’s Perspective

  • Empathy as a foundation for constructive dialogue
  • Recognizing verbal and non-verbal emotional cues
3:45

Module 5: Preparing for a Difficult Conversation

  • Setting goals and desired outcomes
  • Structuring the conversation for clarity and respect
5:00 End of Day 1
DAY 2
 

SESSION B: APPLYING EQ STRATEGIES TO MANAGE DIFFICULT CONVERSATIONS

9:00

Module 6: Building Rapport Before Addressing Tough Topics

  • Creating psychological safety and trust
  • Framing issues in a way that encourages openness
10.45

Module 7: Communication Techniques for Tense Situations

  • Using assertive yet respectful language
  • Active listening and reframing for clarity
12.00

Module 8: De-escalating Emotional Reactions

  • Strategies to defuse defensiveness and hostility
  • Turning conflict into a problem-solving discussion
1:00 Lunch
2:00

Module 9: Reaching Agreement & Moving Forward

  • Finding common ground and mutual solutions
  • Ensuring clarity on next steps and commitments
3:45

Module 10: Reflection & Personal EQ Action Plan

  • Lessons learned from roleplays and case studies
  • Ongoing strategies to improve EQ in future difficult conversations
5:00 End of Course