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How to Master Difficult Conversations – Turning Daily Challenges into Triumphs

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EVENT INFORMATION
  • Friday 9th - Saturday 10th June, 2023
  • Brisbane Convention & Exhibition Centre, Glenelg Street, South Brisbane QLD 4101

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

Owner

Highfield Mechanical

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Speaker Bio
Craig Baills
Craig Baills has over thirty years of experience and success in the automotive industry, as both a technician and business owner. As a director with the Australian Automotive Aftermarket Association (AAAA), MTAQ Committee member and owner of two workshops – Highfield Mechanical and Hi-Mech Auto Solutions Craig has a broad understanding of the automotive industry and the challenges and opportunities facing the aftermarket. From workshop management, developing key customer relationships and aftermarket support, Craig has a track record of success implementing processes that improve efficiency, reduce costs and ultimately increase revenues in line with company objectives. Craig has a deep desire to leave the automotive industry in a better place than when he started, and help other automotive aftermarket workshops survive and grow in a rapidly changing industry and enjoys sharing his knowledge at industry events across the country.
Craig Baills has over thirty years of experience and success in the automotive industry, as both a technician and business owner. As a director with the Australian Automotive Aftermarket Association (AAAA), MTAQ Committee member and owner of two workshops – Highfield Mechanical and Hi-Mech Auto Solutions Craig has a broad understanding of the automotive industry and the challenges and opportunities facing the aftermarket. From workshop management, developing key customer relationships and aftermarket support, Craig has a track record of success implementing processes that improve efficiency, reduce costs and ultimately increase revenues in line with company objectives. Craig has a deep desire to leave the automotive industry in a better place than when he started, and help other automotive aftermarket workshops survive and grow in a rapidly changing industry and enjoys sharing his knowledge at industry events across the country.
Emma Dalley

Principal Lawyer & Director

Industry Legal Group

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Speaker Bio
Emma Dalley
Emma is the Principal Lawyer and Director of Industry Legal Group Pty Ltd (ILG) which delivers the AAAA Employer Assist member service in partnership with the Australian Automotive Aftermarket Association. Emma is admitted as a lawyer of the Supreme Court of Queensland and has a dual degree in Business Management and Law. Emma is an experienced employment lawyer with a special knowledge and understanding of the industry having provided workplace relations advice and support to the Automotive Aftermarket industry for more than 7 years.
Emma is the Principal Lawyer and Director of Industry Legal Group Pty Ltd (ILG) which delivers the AAAA Employer Assist member service in partnership with the Australian Automotive Aftermarket Association. Emma is admitted as a lawyer of the Supreme Court of Queensland and has a dual degree in Business Management and Law. Emma is an experienced employment lawyer with a special knowledge and understanding of the industry having provided workplace relations advice and support to the Automotive Aftermarket industry for more than 7 years.