Managing Difficult Conversations

Sunway Putra Hotel, Kuala Lumpur
April 23 - 24, 2018

Whether dealing with an unsatisfied customer, a difficult supplier, an unhappy employee or a demanding superior, we all have conversations that we dread. The experience can be very stressful and may even lead to dysfunction and disharmony in the workplace. How should you manage 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.

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

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 road map for how to continue their skill building as an ongoing process

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.

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.

Professor Michael C. Jenner
University of Sydney Business School

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 15-year old daughter and 13-year old son. At the former he is world-ranked, at the latter he occasionally feels in need of remedial training.

All fees are due prior to collection of program materials. Program materials are available for collection by participants in Bandar Sunway from CRC’s office a week before the commencement of program. Participants who do not collect their program materials will receive them at time of registration.

All cancellation must be submitted in writing to CRC prior to commencement of program to receive a 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 or photograph-taking while the program is in session is strictly prohibited.

Sunway Putra Hotel,
Kuala Lumpur

April 23 - 24, 2018

Program Timetable

8.30am : Registration
9.00 -10.30am : Session 1
10.30am - 10.45am : Coffee Break
10.45am - 12.30pm : Session 2
12.30pm - 1.30pm : Lunch
1.30pm - 3.15pm : Session3
3.15pm - 3.30pm : Coffee Break
3.30pm - 5.15pm : Session 4
5.15pm - 5.30pm : Wrap Up, Q & A


April 25 & 26, 2018

Professor Michael C. Jenner
University of Sydney Business School