Managing Tricky Conversations

This course provides you with language & strategies based on behavioural psychology for building trust with your customer to managing customer expectations and objections. This will also include how the concepts translate to emails.

Face to Face 

Monday 27 October 2025
9am to 2pm (lunch included)
The Grounds in Alexandria,
2 Huntley Street,
Alexandria NSW

Online through Teams 

Thursday 30 October 2025
9am to 2pm 

Pricing

$780.00 +GST

Learning Outcomes

Connect with your customer

  • Build trust and likeability early to break through the customer’s emotional block

  • Mindset – the make or break.
  •  Know what is happening in the brain when customers are heightened.
  • Use framing to manage customers’ expectations
  • Learn what taking accountability and actively listening “look like” in a customer conversation.

Use Language That Matters

  • Pinpoint the negative words you use and learn how to switch to productivity.

  • Replace contractual English with plain English, both verbal and written.
  •  Learn to neutralise your language to avoid blame
  • The art of delivering bad news- how to hold accountability without blame.

Managing Objections & Learn The Art of Influencing

  • Learn the difference between empathy, sympathy and apathy.

  • Learn how to listen for empathy triggers and apply empathy in
    acknowledging a customer’s emotion.
  • Bring together empathy, action and purpose statements to deal with
    challenging customer conversations.
  • Workshop your top objections and ways to navigate them.
  • Workshop ‘outside the box’ thinking using social norms, options and the
    decoy effect.