From time to time all individuals in the workplace will face conversations which they anticipate will be difficult and which they may feel ill-equipped to handle. Instigating a difficult conversation can feel daunting and there is a natural tendency for people to delay acting in the hopes that the issue will be resolved without their intervention.
Handling contentious issues requires a somewhat different approach from that used in regular everyday conversations and dealing with workplace conflict or managing difficult people is a process not an event.
This course broadly targets all individuals regardless of their functional background and is designed to shed light on the importance of how to confidently and comfortably conduct tough conversations, think about them differently and how to be better able to prepare, get started, and stay centred. They will leave the course with the confidence and practical skills to manage difficult conversations with colleagues, staff and managers, as well as external stakeholders and customers.
Recommended Assessment: Difficult Conversations Self-assessment
Downloadable Course Resources
Micro Learning: Articles, Tips, Recommended Reading
Macro Learning: Digital Practicum- Assignments
Co-founder, Impact Lebanon
Raya is a tech professional working in business development & strategy at Apple, based out of London. She previously held two roles at Facebook; the first in Austin, Texas where she managed $80M/year of advertising sales for small and medium businesses; the second as a partner manager for media creators and sports partners in London.
In parallel to her work, Raya is a co-founder and one of partnerships lead of Impact Lebanon, a non-profit organisation that spearheads various initiatives, from socio-economical to welfare to environmental, in order to drive real impact in Lebanon. Raya is passionate about all things tech, innovation, & women empowerment, and is a strong believer of ‘leaning into the question mark’ – stretching boundaries and jumping into the unknown.
Channel Manager, Qlearsite
Ope Taiwo began her career at Gartner, witnessing first-hand the potential for Qlearsite to impact the working lives of clients. Following Qlearsite’s receipt of the Gartner Cool Vendor award for their impressive work in the Employee Engagement space. Ope joined the team with a determination to raise awareness for Qlearsite, who developed an analytics platform that analyses free-text comments in addition to quantitative feedback.
As Channel Manager, Ope is responsible for building and managing a strategic partner network that will take Qlearsite’s offering to market. Thus, enabling leaders to look beyond the quantitative metrics traditionally associated with Engagement measurements, and listen to the experiences, feelings, and sense of Inclusivity in the workplace.
Digital Transformation Consultant, TTM Associates
Mohammad Subuh is a Digital Transformation and IT Governance (GRC) Specialist with over 12 years of experience. He has worked in the consulting field for four years with one of the big four consulting firms in the Kingdom of Saudi Arabia (KSA). Prior to that he worked as an IT Strategy and Governance Specialist for 8 years at The Housing Bank, Jordan.
During his years of experience, Mohammad contributed in a number of strategic projects derived from the Vision 2030 of the Kingdom of Saudi Arabia, where he participated in the establishment of the Vision Realisation Offices (VROs) in many government entities within Saudi. There he played different roles within Strategic Alignment, Project Management, Performance Management and Quality Management.
He also participated in a number of projects related to e-Government Transformation and IT consulting. He led the IT Governance Stream to implement the IT Governance Framework as part of the e-Government Transformation project as well as in leading the process of preparing and delivering the necessary materials for an eGovernment Transformation Audit. Additionally, he led an IT Policies and Processes Standardization project according to best practices of ITIL, COBIT and CMMI and IT Benchmarking.
Moreover, Mohammad participated in several projects related to automation and performance enhancement, where he participated in a Change Management Project to implement an ITIL based automated Service Management System. He was also responsible for the IT Vendors Management and IT Financial Management, as well as managing the IT policies and procedures governance.
His experience is focused on the Public Sector, Banking & Finance, Retail, Transportation and Logistics sectors.
He has an MSc. Digital innovation (UK), MBA (UK), BSc. IT (Jordan), and he is also certified in Certified Business Analysis Practice (CBAP).
Bonnie Hagemann is the CEO of EDA, Inc., a top-of-the-house consulting firm known around the world for its C-Suite capabilities in executive development and research. Shifting to advancing the state of the industry rather than one company at a time, EDA is currently taking its’ 37-year history as a thought leader in the space and using it to create a powerful HR Tech platform called SurveySaurus, designed to make culture visible to the leaders, the board and the investors. Bonnie, personally, is a published and well-known leadership strategist who advises public and large company CEOs and is often called upon as a subject matter expert for the media including Fast Company, The Wall Street Journal, CNN, US News and World Report and many more.
President,TEAM Performance Inc.
Ellen Robinson, President of TEAM Performance, works with forward-thinking leaders who want to bring their best selves to work and life. Her focus is on creating workplace programs that get results by improving productivity, trust, teamwork, communication effectiveness, and productive conflict. For the last 33 years she has worked with small business owners, Fortune 500 companies, non-profit organizations, consultants, governmental agencies, and utility companies. Ellen holds a marketing degree from The University of Texas at Austin. She has numerous certifications around trust-building, Five Behaviors of a Cohesive Team, culture change and leadership development.
As a Certified Barrett Consultant and Trainer, Ellen has certified over 450 individuals globally since 2005 and is the longest-tenured consultant in the virtual platform.
Thomas Orths is an expert in Leadership Effectiveness, Holistic Change and Emotional Intelligence. As a high-performance coach, trainer and speaker, he enables individuals, teams and organizations to grow. His ability to initiate Mind-set Change is in demand to create High Performing Teams in the competitive business arena.
With the experience of Thomas, growth becomes possible by using successful strategies that enable you to increase sales, to optimize productivity, improve customer service and work more efficiently. His core competencies include leadership & management effectiveness, holistic change, emotional intelligence & mind-set change and high performing individuals & teams.
Thomas has previous industry experience in Aerospace, Chemicals, Communications, Creative Industries, Electronics, Financial Services, Food and Drink, IT, Manufacturing, Pharmaceuticals & Biotechnology and Finance.
His qualifications include accreditation for DISC behaviour related assessment tools focusing on leadership & team development and assessment instruments of emotional intelligence on the individual, team and organizational level through JCA, Cheltenham UK.(John Cooper &Associates)
Thomas has worked with many international clients. Some of these are Bayer, British Airways, Gen Re Reinsurance, Goodyear Dunlop Europe, Hilton Hotels, Hitachi, Holiday Inn Hotels, Janssen Cilag, Johnson & Johnson, McDonald’s. He has also worked with Saudi General Entertainment Authority, Takamol Holdings, Saudi Telecom Company and Bank Al Bilad just to name a few.
Consultant ,TTM Associates
A professionally qualified and experienced HR specialist with extensive knowledge and skills in management and organisational development. I have more than 20 years’ experience in managing human resource and development projects in large commercial and public sector organisations, in the United Kingdom and abroad. In addition, I have experience of chairing a successful charitable trust for more than twelve years.
PROFESSIONAL QUALIFICATIONS AND INSTITUTE MEMBERSHIP
Managing Partner Europe,TTM Associates
Jean-Luc Kastner, PhD, is a focused Consultant in Strategic Management Marketing, Sales and he has developed and structured a network of International Consultants specialized in business management and reengineering. Jean-Luc is currently a TTM Managing partner based in France. He has developed a comprehensive Sales and Marketing Management Model based on more then 25 years of Industrial research with the Herrmann Institute.
Within the last five years, he has been instrumental in large skill development programs with companies such as: Reuters and Philip Morris Kazakhstan amongst other organizations. Tyco Healthcare, Data logic, Bayer and Vodafone Greece have all redesigned their sales approach with Jean-Luc’s advice and support.
Jean-Luc is a typical “non-academic”; his experience was gained “on the job” in several management roles in blue chip organisations such as HP, Boston Scientific and Fresenius where he managed the International Sales and Marketing Operations and had to lead a crucial change management program: the shift from transactional product focused Sales to Consultative, Value based Sales. Jean-Luc is currently involved in One to One management coaching projects at General Manager and VP level in the B2B Industry, and works in English, German and French. In the last three years he has been focusing on the EMEA market and has a good understanding of the Middle East & Gulf cultures. His Academic titles ( Engineering PhD – ENIM) enables him to teach within a number of Governmental programs in France and abroad. Jean-Luc is and accredited FFCP Professional Coach and Herrmann International.
General Manager, Solutions & Operations Senior Consultant,TTM Associates
Abdullah is an expert in developing and implementing Human Capital Strategy and Talent Management activities in complex environments with diverse individuals.
Originally from the UK, Abdullah began his career working in British Telecom on customer retention and sales programs before being promoted into sales management. Abdullah transitioned into People Development & Training leading the development and implementation of front line and people management training across 1,500 employees.
His career then moved into a start-up telecoms business before accepting a new position in Savola Group in Jeddah, Saudi Arabia. During his career in Savola, Abdullah held a number of senior HR roles across talent management, recruitment, organizational design, compensation and employee relations. In addition he worked across Saudi, Egypt, North West Africa and Turkey. Abdullah was appointed as GM of HR for a large industrial conglomerate before being headhunted as the Director of HR for a multi-national pharmaceutical company.
Consequently, Abdullah has unique ‘hands on’ experience of building and delivering results in multinational and family owned companies in the sectors of Construction, Engineering, Retail, Manufacturing, Pharmaceutical, Telecoms and Transportation.
He has a Diploma in Business Admin and in Strategic Management & Leadership and he is certified in Strategic Human Resources Management.
Principal Consultant, Director MENA & Turkey,TTM Associates
Dr. Magdi Ismail currently lives in Cyprus where he manages the TTM associates MENA & Turkey office and commute between, Dubai, Istanbul and London. Magdi resided in Egypt & Saudi Arabia and works across many countries, including, UK, Belgium, France, Turkey, Greece, Kuwait, Bahrain, Oman, Lebanon, Jordan, Syria, Saudi Arabia and Egypt.
He studied pharmaceuticals sciences and commenced his entrepreneurship adventures in the early 90s, while he was still studying in the Faculty of Pharmacy. Magdi started his practical life early when still a student he opened his retail pharmacy in order to secure a good future for himself.
Magdi’s career thereafter focused on the fields of strategy, marketing, sales and customer management in the pharmaceutical industry. For the past 20 years he followed his career development in various international companies, including (Rhone Poulenc (Sanofi-Aventis), and Organon NV in the Middle East. During this period, he got the experience of launching and marketing many products in the Middle East. Also Magdi combines pragmatic knowledge and experience of managing and doing business in the Middle East, while at the same time he has the awareness and understanding of the international business culture. He currently consults global organizations in the Eastern Mediterranean countries on Time to Market, Strategy Formulation and Implementation, Customer Management and Portfolio Management. Magdi is a subject-matter expert and a consultant for TMC and he currently manages the TTM associates regional office in the Middle East.
He holds degrees in Pharmaceutical Sciences and an MBA from Henley Management School, UK. Magdi also is a member of the Chartered Institute of Marketing and a certified practitioner for the Herrmann Brain Dominant Instrument, France. Magdi is married and has 4 children, 2 girls and 2 boys. He enjoys reading about history and cultural differences and he likes playing soccer and squash.