Objection Handling Masterclass Series

  • A four-part series to explore objection handling
  • Improve performance, productivity, emotional intelligence and
     conversational mastery
  • Engaging sessions - it's like having your own expert working through
    the content with you!

Part 1 
Mastering Mindset

Part 2
Language Carries Energy

Part 3
Things that work against you

Part 4
The Empathy Formula

Part 1

Mastering Mindset

Mindset is the single most important factor to keep in check when dealing with complaints, blame, refusal from heightened emotional or disengaged customers

6 months access for $xxx

Free with your ACA membership

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1.  Dumping Your Potatoes - How complaining becomes part of team culture

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2.  Ego, Judgement and Frustration - Mindsets that get in the way

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3. Internal Curiosity - How to sidestep your ego, judgement & frustration

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4.  Circle of Control - Where to focus your energy

Part 2

Language Carries Energy

Strategic use of language allows us to influence the customers mindset and thought cloud which makes our job easier, enables the customer to have a sustainable outcome in a shorter time with less effort and frustration while reduce potential friction or conflict for us.

6 months of access for $xxx

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1.  Dirty Words - using words customers don't understand

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2.  Negative Language - put it in the bin

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3.  Neutral language -You, me and blame 

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4.  Language thermometer - finding the balance with customers

Part 4

The Empathy Formula

Strategies for dealing with challenging customer conversations
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1.  Strategic Empathy- the centrepiece for managing conflict and emotion

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2.  Building an empathy statement - The formula to acknowledging customer emotion

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3.  Sympathy rabbit hole - why you're drowning in customer problems

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4.  Intent statements - why they build trust

Part 3

Things that work against you

This course helps you spot and avoid common mistakes in communication and handling conflicts.

6 months of access for $xxx

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1.  Our Go-To’s - Language that gets us in trouble

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2.  T’s and C’s - Why no-one reads them

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3.  Blaming Others - Why it is a problem

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4.  The Reset Technique - Managing the conversation that escalates

Authors

Jodie Bedoya

DIRECTOR

Jodie Bedoya is the Founder and director of the Melbourne based training company, eMatrix, which she began after identifying a gap in practical training and guidance for frontline staff, team leaders and managers in the art of communication.


Alex Daniel

OPERATIONS MANAGER

Alex's expertise within dispute resolution, call quality, hardship and process improvement has enabled him to find a unique balance in facilitation customer engagement, eliminating conflict and debt collection.


Kaelia Cockington

TRAINING CONSULTANT

With a background in psychology, developmental trauma and homelessness, Kaelia brings awareness to organisations about vulnerability and how best to navigate conversations for people with complexity.