SESSION OVERVIEW
Having difficult conversations such as delivering unpleasant news, managing performance, providing feedback, or dealing with challenging colleagues or customers can be difficult. This program will help put your team’s mind at ease by equipping them with the skills to confidently engage in these conversations that not only have the desired outcome but enhance the
relationship as well.
Learning Outcomes
Following the program participants will be able to:
• Appreciate the dangers of avoiding difficult conversations and the benefits of handling situations early.
• Know how to prepare and plan for having difficult conversations.
• Understand their approach and mindset.
• Understand the listening and communication skills required while engaging in these conversations.
• Have strategies to manage challenging scenarios.
• Effectively give reinforcing and redirecting feedback.
• Keep challenging conversations on track and gain commitment for behaviour change.
• Appreciate two-way communication strategies of not only giving feedback but being able to receive feedback as well.
• Keep your composure.
• Effectively manage challenging behaviour for a successful outcome.
PRESENTER
Cassandra Eifler is a vibrant and versatile professional driven by her passion for understanding people and guiding them towards growth. Cassandra has held high level Leadership roles before moving into Learning and Development and has worked over the past 19 years with various industries, including travel, pharmaceuticals, health & beauty, telecommunications, and upscale retail establishments.
Cassandra has worked with various companies, such as Australian Pharmaceutical Industries, Priceline, Guide Dogs NSW, Service Stream, Narellan Pools, Hungry Jack’s, and Tesla, highlighting her versatility and effectiveness across multiple industries.
Known for her infectious energy and ability to connect with individuals, teams, and leaders, Cassandra excels in leadership, team development, customer service, communication, and coaching.
Her unwavering commitment to assisting others underscores her passion for both personal and professional growth. Backing her proficiency are certifications in Whole Brain Thinking, Coaching, Neuro-linguistic Programming, Counselling and Mindfulness Coaching, which equips her with a comprehensive toolkit for transformative change.
Key Qualifications: Diploma of Leadership and Management, Advanced Diploma of Leadership, TAE, Diploma of Counselling, Cert IV – Business Coaching, Certified Mindfulness teacher, Herrmann Brain Dominance Instrument, Neuro Linguistic Programming