To ease tense business situations and respond to aggressive customers without losing control.
Goals
- Analyze the possible causes of an aggressive reaction.
- Responding to a hostile demand with an appropriate posture.
- Taking a step back and better regulating one's emotions.
Program
Real-life situations
- Examine the conflicts encountered and their triggers.
- Lived experiences, exchange between participants and the facilitator: Deciphering.
- Possible causes of conflict or aggression from a customer.
Relational mechanisms
- Observe the values, attitudes and phases of a verbal conflict.
- The other person's criteria and values versus your values and criteria.
- Are you a persecutor, a savior, or a victim?.
Commercial communication
- Listen to the customer, clarify their needs and choose a useful solution.
- Strengthen your listening skills, rephrase expectations: understand and diagnose the situation.
- Non-violent communication, the increasing distortion of messages.
Defusing
- Manage your feelings and seek a solution without escalating the situation.
- Discover and understand the values associated with a company's image.
- Discover the codes of your industry.
Practical application and feedback
- To work on a situation close to the participants' real-world experience.
- Compare several responses and observe their effects in an exchange or incident.
- Develop reflexes adapted to one's professional context.
Evaluation and validation methods
Prior self-assessment and assessment of acquired skills at the end of training.
Target audience
Salespeople, department managers and reception staff
Prerequisites
No prerequisites