Building high-performance teams, delivering excellent service and building client rapport requires more than technical skills. To have impact, you need to be able to influence and communicate with a range of personalities, without taking them personally or becoming worked up.

Many people, however, avoid conflict, resist feedback or become drained by the fallout. When this happens, issues don’t get resolved, outcomes don’t get achieved and people walk on eggshells, resulting in teams that are not united and customers who don’t trust you.

Whether you are in leadership, client management or customer service, having the emotional intelligence to confidently address and resolve issues allows you to increase buy-in, improve outcomes, reduce negative undercurrents and decrease turnover.

Using the psychology of reading Pressure Patterns, Michael will explain how to resolve issues quickly, get buy-in faster and have the tough conversations – without becoming drained. He will give you an understanding of what sits behind behaviour, so that you can have the confidence to tackle, resolve and repair even the most difficult issues.