How to have challenging conversations

The Young Professional Group of the Insurance and Actuarial Society of Glasgow is happy to announce that their next event will focus on handling challenging conversations.

Whether it’s delivering some bad news, saying no or managing client expectations, 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, too much or not enough. Yet the issue is rarely resolved by ignoring or inflaming it.

What is it? This interactive 60 minute talk draws on cutting-edge research so that you will leave with some practical tools and phrases to handle tough situations, thorny issues and heated moments.

Who is it for?

Professionals such as brokers, claims staff and underwriters. You might:

• Be perceived as being either too nice or too blunt
• Procrastinate when you know you have to hold a conversation that could be challenging
• Get flustered and struggle to convey your point

What will we cover?

By the end of the session you will be more likely to:

• Use an easily-memorable 3 step framework with key phrases
• Manage strong or suppressed emotions both in others and themselves.
• Avoid saying the wrong things

This event will be delivered by Melissa Kidd, Director of Motem Ltd which specialises in helping insurance professionals to communicate more effectively. She's worked with the CII since 2012 as well as Zurich, Marsh, NIG, Lycetts, Broker Network, BIBA and Higos to name a few.