Handling difficult conversations

Keith Burgess


This one-hour module looks at how we handle those business discussions that we might regard as difficult. As our career or business grows, so does the frequency and complexity of such conversations. The module draws on research including the Arbinger Institute, Compassionate Leadership, and David Rock's SCARF model. The module includes time for self reflection and practice.


Photo of Keith Burgess

Keith leads the Management Consulting training curriculum in IBM Europe Global Business Services, and Cornerstone training for potential IBM Executives globally. He has been part of IBM Learning and Knowledge since September 2012 - where he delivers and develops training for IBM management consultants.

In addition Keith holds a position as Entrepreneur in Residence at Nottingham University Business school - where he advises and mentors students and local small businesses.

Previously Keith had many years experience as a management consultant and project manager, leading significant business change, particularly in supply chain and customer relationship management.

Keith’s consulting career started with KPMG, where he worked in total quality, lean manufacturing, and supply chain strategy. Keith joined IBM in 2000 and spent several years working across Europe, managing the implementation of supply chain strategy and systems in retail, distribution, high-tech electronics, and automotive companies, amongst many others.

Requested 4 times

Lecture languages



HRLeadership DevelopmentOtherStart Ups

Duration options

1 hour

Travel/delivery options

In-countryOutside of country: Open for discussion


United Kingdom

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