Seminar-training
Work with “difficult, unsatisfied” clients
Goal
- Mastering communication skills oriented towards service and work with "difficult" clients
- Understand the reasons why clients are unsatisfied and to understand what they expect from an employee. Learn to recognize the "difficult" client
- To master methods for conflict resolution and stress management
- To know one’s skills, advantages and potential in talks with the clients (any person)
- Obtain motivation, conviction of one’s ability, consolidate the obtained knowledge in independent work
Target audience – up to 12 participants in the group
Methods
- Seminar – training with active involvement of the participants, discussions and exchange of experience
- Role playing – video training, situation modeling, playing out situations, analysis, feedback
- Practical exercises. Individual and group work
- Assertiveness training
- The participants retain the seminar materials
- Prior to the seminar – questionnaires, creation of situations for the video training – maximally close to reality. If necessary, after the seminar – feedback and recommendations
Time – 1 or 2 days (depending on the goals of the client)
Content
- Goals and motivation
The declared and hidden (the expected attitude) goals and motives of the client, their discovery
The goals and results of communication. Employee goals and motivation
Attitude towards the clients. Ways of expressing attitude. The conflictual attitude - The "Difficult client". Where and how does it originate? Psychological barriers, possibilities of removing them
- Client typologies
- Communication
The role of individual image. Interaction of images
Empathical listening. Paradoxal communication
Recognizing manipulation - Work on the phone
Etiquette of the phone conversation. Permitted departures from the etiquette
Recommendations for a successful phone conversation
What to say and not to say on the phone. The most frequent mistakes when speaking on the phone
Voice. How to use your voice? Psychological preparation. Environment. Materials - Structure of the conversation with the client
Preparation for the conversation
Business standard, etiquette. Appearance. Choice of the location (if possible)
Meeting the client. Establishing contact. Beginning of the conversation. Listening to the initial information
The verbal and non-verbal language of the client. The skill of adapting to the client
Finding out the interests and needs of the client. Questions. Their influence on the client. Active listening
Offering solutions. Possible alternatives. Argumentation and choice of arguments. Promises and their fulfillment. Agreements with the client
Work with objections. Causes of objections. Methods of rebutting objections
Directing towards a decision. Conclusion of the conversation - Conflicts, possibilities of their solution
Conflict signals, initial causes. Conflict escalation degrees
Conflict types. Strategies for conflict solution - Situation modeling, role playing – mastering communication skills oriented towards service and work with "difficult" clients
Trainers – Kaspars Savickis or Vita Gulberga