Handling Difficult Conversations with Confidence

The Insurance Institute of Cardiff invite you to a webinar on; Handling Difficult Conversations with Confidence

Event Details:

Wednesday 10^th March 2027 – 12:00 – 13:00

The webinar will be run via Zoom, a global web-conferencing solution. Zoom is easy to use, a link and joining instructions will be sent to you at the time of booking.

About the session:

This practical webinar will help team leaders and managers approach difficult conversations with greater confidence and clarity. We’ll explore why these conversations can feel challenging, the impact of delaying them and how to identify potential causes of underperformance.

Attendees will consider the differences between capability and conduct, when an informal or formal approach is appropriate, and practical ways to structure conversations. They’ll leave with a clear approach for everyday discussions and a seven-step framework for formal conduct and performance meetings.

 Learning objectives:

Following this presentation the delegates will be able to:

• Be able to identify the types of difficult conversations in their workplace and explore what makes them ‘difficult’.
• Explore the potential impact of delaying the ‘difficult’ conversation.
• Recognise the differences between capability and conduct and apply a structured approach to identify potential root causes of underperformance.
• Learn when it’s right to manage performance and conduct informally and when it needs to be managed via a formal approach.
• Be introduced to a ‘Best Practise’ approach for managing a variety of difficult conversations.
• Explore a 7-step approach when conducting formal conduct and performance meetings.

About the speaker:

Jacqui Turner of Turner Corner Learning Solutions

Jacqui Turner is a multi-award-winning customer service and leadership training provider, global speaker, podcast guest and published writer. With a 30 year training career, including 20 years’ experience within the insurance sector, including roles with Lloyds TSB Insurance and HSBC General Insurance, Jacqui brings a deep understanding of the pressures, expectations and realities of customer-facing insurance environments.

Before setting up her business, Jacqui was the Leadership Trainer for Tesco, where she was awarded Welsh Contact Centre Trainer of the Year in 2015.

Today, through Turner Corner Learning Solutions, she helps organisations develop confident, capable team leaders and service professionals who improve customer outcomes and build stronger, more engaged teams.

Further information:

A link will be sent via your email address supplied at the time of booking. PLEASE DO NOT share this with anyone else.

Please note that this webinar will be hosted on the Zoom platform which may be restricted by some employers. Members may need to utilise their own personal devices in these circumstances to access the platform.