How to Master Difficult Conversations – Turning Daily Challenges into Triumphs

Whether it’s with customers, suppliers or staff, difficult conversations happen. As the saying goes ‘it’s not what happens to you but how you handle it that matters’. When difficult conversations are handled well, the outcomes can be very positive and a huge relief. When they are handled badly the fall-out can turn ‘a molehill into a mountain’. Learn how to prepare for, structure, deliver and follow up difficult conversations to ensure your ongoing success and peace of mind. This session will feature real examples of staff issues, customer complaints about service and requests to use customer supplied parts, warranties and the like.

Craig Baills – Highfield Mechanical, Emma Dalley – Industry Legal Group