1. © CITI Limited, 2014. All rights reserved. Bernard Murray-Gates Principal Consultant at CITI Difficult conversations with senior managers

2. © CITI Limited, 2014. All rights reserved. ‘Leaders’ “It was my fortune, or misfortune, to be called to the office of Chief Executive without any previous political training.” “An extraordinary affair. I gave them their orders and they wanted to stay and discuss them.” General Ulysses S. Grant The Duke of Wellington.

3. Anatomy of a senior manager? Time poor Wider business agenda Outcome and value driven Calm? Analytical? Curious listeners? Confident? Risk takers? Time poor Wider business agenda Outcome and value driven Calm Analytical Curious listener Confident Risk taker

4. Changing focus of a senior manager Seniority Technical knowledge and skills Business outcomes and benefits Organisational strategy, values ‘Focus’

5. Project delivery implementation Following months new ways of working Success is viewed differently over time project efficiency impact on the end user direct business and organisational success Alignment with future strategy Future state the way we do things around here

7. © CITI Limited, 2014. All rights reserved. Four key attitudes and behaviours 1.Be clear: they own the outcomes 2.Always approach from a business perspective 3.Act as a partner in delivering change 4.Display confidence

9. © CITI Limited, 2014. All rights reserved. Structuring your conversations Relevance Why is this a ‘burning issue’? Assumptions What factors are in play? What is the evidence? Perspectives Who needs to be involved? How might others see this? Impacts What are the business implications? Are there any other related issues? Priorities Why now? How important is it?

10. Amy Cuddy’s TED talk A recommendation

11. © CITI Limited, 2014. All rights reserved. Questions?