Handling Difficult Situations For Sales People

Overview

This course shows delegates how to deal effectively with the many challenges associated with problematic relationships, personalities, behaviour and demanding business situations, particularly in a commercial negotiation context.

Who should attend

Managers or members of a sales team who are confronted with harsh and tricky situations either in the course of a negotiation with clients or with team members.

Course objectives

By the end of this programme you will be able to:

> Deal effectively with the many challenges associated with problematic relationships, personalities, behaviour and demanding business situations

> Better understand your own communication style

> Understand the need for preparation, structure and flexibility of approach when confronting difficult people and difficult situations

Course content

Spot Characteristics in Yourself and Others

> Defining difficult clients or sales people

> Defining difficult situations

> Understanding yourself and how others perceive you

> Understanding your instinctive and considered responses

> Recognising different behaviour styles:

- the basic skills of assertiveness

- constructive methods of handling feelings

> How your behaviour impacts on your team and vice versa

Manage Pressure in the Workplace

> Adapt a proactive approach to your clients

> Learn to work to priorities

> Take control through planning and time management

> Manage conflicting demands

Techniques to Improve your Personal Performance

> Identifying triggers and encouraging feedback

> Developing your own interpersonal toolkit

> Managing individual relationships: prevention or remedy

> Building relationship credit: the role of the psychological contract

> Building and maintain rapport

> How to listen effectively to your client

Identify and Resolve the Danger Points within Relationships

> Addressing stress and tension in relationships

> How to avoid fixed and antagonistic positions

> Avoiding confrontation and conflict and neutralising negativity

> Exploring the structure of both formal and informal approaches

> How to adopt a confident style and to be an example for your client

Training Method

During the course, delegates will participate in interactive sessions with discussions, exercises and case studies within the framework of real-life experiences. By the end of the course, delegates will formulate an action plan (Who, What and When) to be immediately applied back at work.