Meeting/Event Information

Managing Challenging Conversations

Challenging conversations are part of every leader’s role—and how they’re handled can strengthen trust or quietly erode it. Whether addressing performance issues, navigating conflict, or delivering difficult feedback, these moments directly impact team dynamics, culture, and results.

Conflict shows up every day in interactions with colleagues, clients, tenants/residents, and vendors, yet many leaders avoid or delay these conversations—or approach them without a clear strategy.

In this session, we’ll focus on strategies and tactics you can use immediately to recognize and successfully manage them. You’ll learn strategies and techniques to how to harness your ability to manage- and master- those tough conversations.

Participants will also explore how their communication style and presence influence both the direction and outcome of these critical interactions.

After this session, participants will be able to:

• Understand how and where conflict arises.
• Learn 6 techniques to set the tone for conversations.
• Establish effective tactics to diffuse difficult situations.
• Recognize critical missteps and mistakes.

2026 © Shannon Alter

Please note: To get the most out of this interactive workshop, we kindly ask that participants keep their cameras on whenever possible. The session is designed to encourage discussion, collaboration, and engagement, and having cameras on helps create a more connected and productive experience for everyone involved.

About Shannon Alter, CPM®

Shannon Alter has over 30 years of experience in commercial and retail real estate management. She works with organizations who want to communicate with clarity so they can gain influence in their market, build better relationships and grow their business. Shannon’s programs have been used globally by organizations of all sizes.

Shannon is a CPM ® (Certified Property Manager®) and National Instructor for the Institute of Real Estate Management (IREM®), the American Management Association (AMA) and the Institute for Organization Management (IOM). She has trained professionals in 10 countries, including Ghana, India, Canada, China, South Korea, South Africa and Eastern Europe. She has held the volunteer position of Regional Vice President for IREM and is a Past President of IREM Orange County.

Shannon’s 3rd book, “Be Influential: Surefire Ways to Improve Your Presentation Skills” was published in June 2023. She is the author of two earlier books, “Say it With Success: Foolproof Ways to Enhance your Presentation Skills” and “Strategies for Working With Small Tenants”, leadership white papers and numerous industry articles, including a long-time column for the Journal of Property Management.

She is a graduate of the University of Southern California.