In sales and in the office, we are constantly faced with rejections, objections and having to deliver bad news sometimes to our clients and stakeholders. Whether it is a rejection of our opinions or reasons, it is often a difficult task which leads to an unpleasant outcome.

In this power-packed workshop, you will gain insights on how to better manage difficult conversations and see situations like these as just a temporary ”No”, which will result in a future ”Yes”. You will also learn some quick tips and a step-by-step approach to deliver bad news and turn rejections and difficult conversations into acceptance and agreement.

• Learn the 5-step approach to turn sceptics into advocates.
• Be equipped with power phrases to package bad news in the written and spoken form.
• Know how to manage demanding requests from clients without having to escalate them.

• Awareness and Reflection
•  Introduction of ASSERT© Toolkit
• Awareness
• Strategies to Manage Conflict
• Stress Management
• Establish A Positive Outcome
• Rapport Building
• Time-Out
• Application of Learning

• Know how to speed profile clients to adopt the appropriate approach to manage difficult conversations
• Be mindful of trigger words to avoid and calming words to diffuse tension
• Learn power phrases to show acknowledgement and achieve an all-win result
• Realise your own stressors and learn how to stay cool and be in control of your emotions
• Be able to influence clients to buy-in to your message through push and pull methods