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 managing customer expectations and objections.  This will also include how the concepts translate to emails.

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.