performance is not up to scratch or a promotion is sidelined, a direct

exchange handled with compassion and courage is essential. Using the

right words at the right time can be empowering. But technically

proficient leaders – with growing email dependence – may be too busy or

lack the behavioural insights for challenging chats that produce the

right outcomes. A new executive education course at the Australian

Graduate School of Management has resuscitated the dying art of

conversation to help managers get what they want.