Face to Face

Managing Tricky Conversations

This one-day course provides you with language and strategies based on behavioural psychology for building trust with your customer to manage their expectations and potential conflict.  

Course Duration 

  • Full day face to face
  • 2 x half days if virtual 

Resources

Language toolkit
Quick reference guide

Pricing

$6,050.00 inc. GST

plus travel & accommodation if outside of Melbourne or Adelaide.

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.