How to master difficult Conversations
Seminar objectives
The participants
- get to know where stress and conflicts originate
- learn to listen and act on the meta-level
- will be capable to deal with difficult customer situations and complaints
- will be capable to deal with emotionally difficult customers and conflicts
- learn the basics of NLP in sales
- realize their own effect in conflict situations and develop strategies to improve them
Contents
- Handling of complaints on the telephone
- Origins of stress and conflicts
- Conflict resolution and de-escalation
- Friendliness and customer behaviour
- 8 steps of how to handle complaints
- The four ears of humans
- Harvard concept for conflict resolution
- NLP – Introduction
- NLP – accessing cues
- NLP – Pacing, Rapport, Leading
Methods
- Lectures
- Group work
- Spot training
- Role-play
- Feedback round
Organisation
- Target groups
- Sales representatives
- Duration
- 2 days
Description of the seminar "How to master difficult Conversations" as PDF-Download 
