One of – if not THE – most essential skills necessary in our profession is the ability to influence the outcome of our interactions with clients and colleagues. Ultimately, we need to be aware of the human element of business if we want to achieve our intended results. In this session, we explored how to navigate difficult conversations – whether giving feedback, making an important request, or giving bad news to a client – by focusing on the emotional variables at play.
- Emotion - the thing that makes conversations "difficult"
- When is it time for a difficult conversation?
- Four behaviors that make difficult conversations easier
- Demonstrating Care
- Producing Solutions
- Follow Up – How to ensure the conversation sticks
Laurence Vanden Boom, Manager, Learning and Development – Plante Moran