September, 2017 CPD event - How to Have Challenging Conversations

How to Have Challenging Conversations

Why this? Whether it’s delivering some bad news, managing client expectations or else delivering a message that you know isn’t going to be well received, 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 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 IFAs and brokers who have to hold difficult conversations with clients. 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  Want to know how to regain balance when on the back foot.

What will we cover? By the end of the session you will be more likely to:  Start awkward conversations and stop procrastinating  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

Who is running the session? Melissa Kidd, Director of Motem Ltd which specialises in helping professionals to communicate more effectively. Melissa has worked with the CII since 2012 as well as Zurich, Marsh, NIG, Lycetts, Broker Network, BIBA and Higos to name a few.