Upgrade your professional skills with SACC Academy. Our half day workshops are highly interactive. They will equip you with practical and applicable tools for your business success.
Read more about SACC Academy here.
Every day is filled with difficult conversations. We must set boundaries with our manager. We have to deliver a negative message to a customer. We must provide tough feedback to co-worker.
This workshop provides effective and practical tools to help the participants prepare, plan, and deliver difficult conversations.
The consultants, the Project Managers, the Sellers, the Customer Representatives, the Middle Managers, and all the other customer facing roles – we all must do it.
We must carry the burden of trying to manage the expectation from our management with the expectations from the client. We have to take the abuse when a client takes out their frustration on us. We have to explain corporate policies and the fine-printed contractual agreements that was never explained to the customer before. We have to be the messengers of bad news, delayed deliveries, or unexpected issues and problems. And we must do all this with a customer-oriented mindset.
This workshop provides effective and practical tools to help the participants prepare, plan, and deliver difficult conversations.
The participants will bring their own business situation and problems and discuss the scenarios with other participants and discover ways to mitigate these challenges. We will provide constructive feedback on the approaches and discuss ways to increase the impact.
The participants will work in groups and will have a great opportunity throughout the session to expand their business network and learn about other participants businesses and areas of interests. Beverages and coffee will be provided during the session.
During the session participants will learn how to:
- Effectively set healthy expectations with other people
- Master different techniques for saying no and setting boundaries
- Deal more successfully with frustrated or angry people
- Communicate negative messages with clarity
- Apply different techniques to a multitude of common work situations
Agenda:
- Introduction - What is a difficult customer conversation?
- Techniques for setting boundaries
- Top 15 approaches to saying no
- How to frame and deliver a negative message
- How to deal with demanding, frustrated or angry customers and colleagues
- How to not take things personally - tips & techniques
Snacks, beverages and coffee will be provided during the session.
Your instructor for this session is Johan Magnusson
He is a Senior Business Consultant, Executive Coach, Instructional Designer and Corporate Trainer, with an extraordinary track record of creating customer value.
Johan has led and designed multiple Strategic Corporate Initiatives and Training Programs for companies like Microsoft, GE, Amazon, PwC, Atlas Copco, KPMG and Philips worldwide.
Welcome!
SACC Arizona and SWEA Arizona
Thank you to our sponsor
