Charmaine Hammond, CSP, MA, BA

TOPIC: Dealing with difficult people and difficult conversations
Do you have customers who take up a lot of your time researching and planning trips, only to turn around and book online? How about clients who call you in crisis because their hotel room was not what they anticipated? Or perhaps they've missed their flight and need your help (except you likely don't work at four in the morning), and they leave you a demanding voice mail. And are there people whose calls you don't want to return simply because you know you may not be treated very nicely? There is good news. 

There are skills and approaches that can help you feel more confident while dealing with difficult conversations. In fact, there are a few simple strategies that will actually turn your disgruntled client into a raving fan.

Charmaine Hammond's two-part webinar will help advisors turn the most avoided or dreaded conversations into courageous dialogues. You will learn how to retain customers by communicating effectively and working through challenges in a way that leaves clients rave about your customer service.


  • How to turn a confrontation into a respectful conversation
  • Simple ways to reduce confrontation and escalation
  • 3 ways to manage the drama that often surfaces with conflict and miscommunication 
  • A road map for the courageous dialogue (a conflict resolution model)
  • 5 keys to dealing with difficult people and turn them into raving and loyal customers


SESSION I: Communicating For Success: Turning Difficult Conversations into Happy Client Calls

Date: Thursday, May 16
Duration: 60 minutes
When: 10:00 AM PST / 1:00 PM EST

Topics to be covered: 

  • What makes communication go sideways (and how to catch it early to get communication back on track)
  • How to turn confrontations into a respectful conversation
  • The most effective ways to manage drama and emotion that often comes with disagreement, miscommunication and conflict
  • Courageous communication: How to communicate so you feel confident, clear and heard.


SESSION II: Turning Dreaded Conversations into Courageous Dialogues

Date: Tuesday, June 11
Duration: 60 minutes
When: 10:00 AM PST / 1:00 PM EST

Topics to be covered: 

  • A road map for difficult conversations and conflict resolution
  • 5 keys to dealing with difficult people and how to turn them into raving and loyal customers
  • How follow-up communication can help you stand out, be remembered and you get more business

SESSION III: An interactive Q&A with Charmaine Hammond

Date: Thursday, July 18
Duration: 60 minutes
When: 10:00 AM PST / 1:00 PM EST

A post-keynote opportunity to take a deeper dive and ask Charmaine about some of the strategies she shared in sessions one and two.

About Charmaine Hammond

Charmaine Hammond is a professional speaker and expert in communication, conflict resolution and dealing with difficult situations. Her first career was as a correctional officer working in jails, half-way houses and custody facilities for young offenders. You better believe that she learned a thing or two about communication, crisis and confrontation management and resolving tough issues. She then received a Masters Degree in Conflict Analysis & Management and opened up a dispute resolution company, mediating some of Canada's most complex conflicts. Now she teaches others these skills so that they can reduce stress, increase positive results and build a line up of happy and raving fans/clients.