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Recorded Webinars

Recorded Interactive Webinar: When the Conversation Goes Wrong: Communication Skills for High-Stakes Legal Practice

Communication failures are one of the most common triggers for client complaints and disciplinary referrals — yet lawyers receive little formal training in how to handle the conversations that matter most. This session moves beyond theory to give lawyers practical, immediately app

Date/Time

About the Webinar

Communication failures are one of the most common triggers for client complaints and disciplinary referrals — yet lawyers receive little formal training in how to handle the conversations that matter most. This session moves beyond theory to give lawyers practical, immediately applicable techniques for managing the difficult interactions that arise every day in legal practice: the client who won't accept advice, the opponent who escalates, the colleague who pushes back, and the situation that is about to go off the rails. It covers:

  • Managing clients with unrealistic expectations and difficult or impossible instructions, without losing the relationship or creating risk
  • De-escalating emotionally charged conversations before they become complaints or conflicts
  • Delivering unwelcome advice, bad outcomes and hard truths in a way clients can hear
  • Handling aggressive, distressed or manipulative clients professionally and safely
  • Communicating clearly under pressure — avoiding the reactive responses that make things worse
  • Managing conflict and confrontation during negotiations, mediations and meetings
  • Practical frameworks lawyers can apply immediately to improve outcomes and reduce professional risk

Presented By

Nicole Davidson
Principal, Nicole Davidson Negotiation Melbourne, Vic

Nicole brings more than 25 years of legal and commercial experience gained across Australia, the Middle East, and the United Kingdom. Combining this extensive expertise with a deep understanding of negotiation dynamics, she helps clients navigate complex negotiations and disputes, saving them time, money, and unnecessary stress.

Some examples of Nicole’s work include:

A business owner approached Nicole seeking support to separate from his co-owner. The co-owner had already appointed a lawyer, and the client was concerned the process would become difficult, lengthy, and expensive. Nicole worked closely with him to develop a clear negotiation strategy and represented his interests throughout discussions with the lawyer. The negotiations resulted in an agreement that secured ownership of the business for her client at a reasonable price and on favourable terms. The transaction was completed efficiently, with Nicole providing guidance throughout the process and working alongside the lawyers to ensure the agreement was properly documented and executed

Nicole has also worked extensively with sales teams to improve commercial outcomes. For a national waste management company, she designed and delivered a training program for the sales team focused on negotiation and deal-making skills. Within two months, the team reported significant improvements, including shorter sales cycles, an increase in completed deals, and less time spent pursuing opportunities that were unlikely to close.

Who Should Attend?

This webinar is suitable for lawyers - Australia wide and it has been designed to deliver the 3 compulsory subject CPD units for the CPD year ending 31st March 2027.

CPD Information

Lawyers can claim 1 CPD unit – Professional Skills.

OPTIONAL ONLINE QUIZ

We will be adding an optional online quiz to the recording of this webinar to make it interactive in terms of the type of CPD that can be claimed. Upon completion of the quiz the successful registered user will receive a CPD certificate confirming completion and the CPD units/points/hours earned. The online quiz will be available with the recording – typically within 1 to 2 days of the live webinar being held.

WA lawyers – Please note that TEN is unable to verify your completion of recorded webinars to the Legal Practice Board of WA. TEN is an accredited provider.

While TEN takes all reasonable care to include accurate and up-to-date information regarding CPD category classifications and compliance obligations, information regarding CPD point allocation are provided as a guide only. Allocation of CPD points is subject to the CPD requirements of your jurisdiction, personal circumstances and professional requirements. You are solely responsible for determining whether a particular product is appropriate for your CPD requirements.

Enquiries/Assistance

If you need assistance or have an enquiry, please do not hesitate to contact our Webinar Coordinator, Jason Hooker on (03) 8601 7709 or email: [email protected]

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