How to have challenging conversations by Melissa Kidd

THIS EVENT IS FULLY BOOKED. PLEASE NOTE VENUE CHANGED TO THE COUNTY HOTEL.

2 further sessions are available to book, please click here.

Whether it’s dealing with a challenging client, boss or team member, these crucial conversations have the potential to strengthen or weaken a relationship and need to be handled with skill and care. However, many people avoid such conversations for fear of saying the wrong thing, saying too much or sometimes not enough. Yet the issue is rarely resolved by ignoring or inflaming it.

Learning objectives

At the end of this event, the delegate will be able to identify:

• practical tools and phrases to handle tough situations, thorny issues and heated moments.

• how to prepare in order that they are clear on what they’d like to happen as a result.

• unhelpful stories and thoughts.

• the importance of facts, responsibility and empathy.

• how to make sure what they say is heard in the way that they meant it.

• what to say during the conversation using a three-stage framework and some key practical phrases.

• simple and effective tools to help manage strong or suppressed emotions, both in others and themselves.

Speaker profile

Melissa has a wealth of experience in the financial services sector – built up largely through working with the Chareterd Insurance Institute since 2012. As well as working with accountancy and pension firms, Melissa has spoken at a number of HSBC conferences on thew subject of successful networking. Prior to specialising in the finance sector, she’s worked for large corporations such as Coca Cola and Royal Mail and institutions such as Bristol and Bath University – where she taught PhD students how to articulate the value of their complex research to the business community.