Mastering the Art of Difficult Conversations

Sunway Putra Hotel, Kuala Lumpur
April 22-23, 2019

Let’s be honest, no one likes to have difficult conversations, whether it is dealing with an unsatisfied customer, a difficult supplier, an unhappy employee or a demanding superior, and most of us will go out of the way to avoid having difficult conversations. Conflict is inevitable and the experience can be very stressful and may even lead to dysfunction and disharmony in the workplace and in life. How should you deal with these difficult conversations in a way that is less painful for you as well as the person you are talking to? The ability to navigate difficult conversations successfully is one of the cornerstones of effective leadership that distinguishes great people leaders from ineffective ones.

Download PDF registration form here.

Register for the program by completing the registration form and submit to: 

By email:

By fax:
603-5635 8633

By Post:
Charles River Centre Sdn Bhd
No. 5, Jalan Universiti
Bandar Sunway, 47500 Selangor Darul Ehsan

For further information:
Call Karen / KC at 603-7491 8659 or 017-387 2819

HRDF: SBL Claimable - subject to PSMB terms and conditions

In this 2-day program, participants build both their cognitive understanding of, and their practical skill at the component elements of difficult conversation navigation.

At each step of the process participants receive specific, individualized feedback on both their observed strengths and their areas for development at the constituent skills required from Professor Jenner, his team of expert coaches and fellow participants.

As part of the course pre-work, participants are asked to identify the biggest specific difficult conversation challenges they face. These specific challenges are engaged with over the course of the two days, with Professor Jenner ensuring that each participant graduates with a clear road map for how to manage their challenges going forward.

The course culminates on the second afternoon with each participant demonstrating his or her new-found ability to thrive in a highly challenging conversation situation.

Participants leave the program with demonstrably greater competence and confidence in their ability to manage all types of difficult conversations effectively.

Participants graduate with:

  • Manifestly greater effectiveness at managing conversations of all types
  • A clear understanding of the constituent components that comprise difficult interactions
  • A specific appreciation of their current strengths and areas for development at each of these components
  • Clear direction for how to manage the specific communication challenges they are currently facing
  • An individual roadmap for how to continue their skill building as an ongoing process

Participants will spend the majority of the two days in action, repeatedly engaging in interactions with their fellow participants and receiving continuous feedback from both participants and coaches around their effectiveness at these behaviors. It is through repeated practice that participants build both their understanding of, and their effectiveness at, difficult conversation navigation, improve their relationships, teamwork, and business performance.

Executives who understand that best practice people leadership requires the willingness to engage in all conversations, no matter how challenging, and who are committed to building great relationships with people.

Executives who are committed to the development process: who are open and welcoming of specific, direct feedback around both their current areas of communication strength and their current areas of communication development.

  • The Importance of Relationships
  • Course Expectation Setting
  • The Behavior Development Cycle
  • Four Stages of Learning
  • The Three Communication Positions
  • Authentic Leadership
  • Driving Engagement
  • Build Skill at Listening
  • Build Skill at Setting Expectations
  • Build Skill at Motivating through Recognition Feedback
  • Build Skill at Confronting Unacceptable Performance
  • Build Skill at Resolving Conflict
  • Build Skill at Effective Use of Questions
  • Build Skill at Managing Difficult Conversations (Course Capstone)
  • Action Planning




Session 1


Coffee Break


Session 2




Session 3


Coffee Break


Session 4


Wrap-up, Q&A

Professor Mike Jenner
Founder, in•flu•ence Leadership Development Consulting

Professor Mike Jenner is the founder of in•flu•ence leadership development consulting. He has an MBA from the Harvard Business School and a B. Eng in Production Engineering and Management from the University of Bath, England.

Prof Jenner has frequently been engaged as a professor of leadership. He has had academic engagements at the Booth School of Business, Chicago, the University of Sydney and the Australian Graduate School of Management. He was the top ranked faculty member at each of the business schools. At Sydney, every iteration of his Leadership Practice and Development course was awarded a Dean’s Citation for Teaching Excellence. He has received the top teaching award at all three Universities.

in•flu•ence’s primary focus is the design and delivery of leadership development seminars for the executives of its multinational clients which include organisations in Australia, Europe and US Fortune 500 companies. in•flu•ence prides itself on its expertise working equally effectively in the executive suite and on the management front line. Clients have included CEOs and Managing Partners all the way through to newly minted MBAs.

Prof Jenner also has extensive experience in change leadership, executive coaching, career management, personal effectiveness and other people-centric coaching projects.

When not coaching or teaching, Prof Jenner is either playing in a croquet tournament somewhere across the globe or uncovering the joys of parenthood with his children. At the former he is world-ranked, at the latter he occasionally feels in need of remedial training.

All fees are due prior to commencement of program. Pre-course readings and notes on preparation from Prof Jenner will be sent to participants via email a week before commencement of program. Participants will receive the workbook on Day 1 of the program.

All cancellation must be submitted in writing to CRC prior to commencement of program to receive full refund and subject to the following:

  • 30 days prior to commencement – full refund
  • Less than 21 days prior to commencement – 50% refund
  • Less than 14 days prior to commencement – no refund, substitution is allowed provided CRC is notified in writing

Filming, video recording and photograph-taking while the program is in session is strictly prohibited.