Tony Jeary likes to say: “Life is a series of presentations.”

And sometimes, the informal presentations we give—those quick conversations with colleagues, customers, or stakeholders—have a bigger impact on our careers than the formal ones we spend weeks preparing for.

This is especially true when the topic is difficult or the person across from you is challenging.

How you show up in these critical conversations—your presence, your poise, your ability to listen and lead—often defines your credibility more than any polished presentation ever could.

Handle these moments well, and you strengthen trust. Mishandle them, and you can damage a relationship, derail a project, or limit your own future opportunities.

This module equips participants with practical strategies for navigating high-stakes conversations—turning even the toughest interactions into opportunities to build connection, not break it.

Participants will learn:

• How emotional intelligence factors into conversation style

• How to act on your emotions instead of allowing them to act on you

• The difference between facilitative thinking and debilitative thinking

• Why being interested trumps being interesting

• Four types of difficult people and how to treat them differently

• Steps for building rapport as a foundation for handling conflict

• How to identify when a conversation has become “unsafe”

• Suggestions for making a conversation safe again

• Assertive respect: Stand up for yourself while increasing others’ respect

• 10 characteristics of great listeners who connect with anyone

• When it’s appropriate to apologize and when it’s not

• A three-step process to assertively and elegantly express frustration

• Four steps to take when you think you have overreacted

• A conversational tactic to use when your motives are questioned