The Art and Skill of Handling Difficult Conversations

It’s a reality of life. Sometimes things between people get messy, whether that be between a team member and a customer or, between team members or, between and leader and a team member. Understanding how to de-escalate negative emotions like anger, frustration, fear or sadness and getting both parties in the right head space to solve the conflict is a critical skill in working life.

Steve has had over 20 year’s experience in leading teams and divisions of customer focussed organisations and have since been supporting organisations building capability to provide their people and customers with the best possible experiences.

I offer masterclasses in the following topics with regard to handling difficult conversations:

  • Conflict Resolution
  • Managing Difficult Customers
  • Providing Constructive Feedback
  • Delivering Corrective Action