Conflict Resolution and De-Escalation for Upset Customers
What you'll learn
- You'll learn how to effectively address and de-escalate conflicts with clients, using appropriate techniques to deal with the person's emotions or complaints
- You'll learn how to properly analyze clients' rules and how to avoid breaking them, avoiding future conflicts
- You'll learn how to mediate tense situations between clients and the organisation, evaluating both positions impartially
- You'll learn how to avoid the common traps in terms of conflicts, which can actually make a conflict worse
- You don't need any prior knowledge (naturally, social skills knowledge helps, but is NOT required)
CLIENT MANAGEMENT IS CONFLICT MANAGEMENT
Client management is not an easy position. In fact, any relationship management position is tough.
Namely, because clients are frequently angry or disappointed at your company.
And whose job is it to fix the mess? Yours.
Not to mention that you have to both make the company AND the client satisfied.
All in all, it's not a very easy position.
What most professionals underestimate, however, is the role of conflict management in client management.
A lot of the position is about conflict resolution.
Effectively "defusing" the person. Finding out what's wrong. Finding out how it can never happen again.
Therefore, in order to effectively manage clients, we have to learn how to effectively manage conflict.
And that is what we are here to do.
WHY THIS COURSE?
Naturally, you will find multiple courses on social skills.
So... why this one?
Easy. Because it's the most complete one out there.
I've been coaching top executives and professionals for over 5 years, helping with conflict resolution in many different contexts:
Conflicts with co-workers that are competing in terms of workload or credit;
Conflicts with other executives to obtain support for key initiatives;
Conflicts with subordinates or managers in terms of not agreeing with the given performance ratings or reviews;
And many others;
What this mean in practice is that I know the techniques that disarm people. That get people to talk. That make people feel safe to voice their concerns. That reveal the source of conflicts. That make adversaries create alliances.
And many other use cases. You see where I'm going with this.
For years, I've been leveraging exclusive, proprietary techniques.
Now it's time I share some of them with you.
This short course will walk you through some core techniques for conflict resolution, especially if you're leading a team, including showing respect and empathy, analyzing the person's rules, detecting whether the person goes violent or silent, and many others.
The course has three major components:
- The Diagnostic (how to assess what type of conflict you have on your hands, and what rules were broken that led to it);
- The Techniques (techniques to use to de-escalate the situation including empathy, understanding, respect, guiding towards implementation, and others);
- The Traps (traps to avoid that can escalate the situation or cause a misalignment of expectations later);
Not only is it a conflict resolution course, it's also, in many ways a social skills course in general, which means you will be able to transplant many of these techniques from this context to other areas of life (relationships, family, friends, and others).
LET ME TELL YOU... EVERYTHING
Some people - including me - love to know what they're getting in a package.
And by this, I mean, EVERYTHING that is in the package.
So, here is a list of everything that this course covers:
You'll learn how to diagnose the type of conflict that you have on your hands (a "hot" conflict versus a "cold" conflict) - as well as which tools to use for either case;
You'll learn about the types of personal rules that, when broken, cause conflicts (people being disrespected, offended, or others), as well as how to avoid breaking them in the future;
You'll learn how to show respect and understanding with the other side, which makes them identify more with you and drop their guard, becoming more persuadable;
You'll learn how to comfort and support someone that has heightened emotions, helping them effectively transition from emotion to logic;
You'll learn how to leverage mediation and diplomacy when there is a conflict between two other parties and you are in the middle - and how to effectively perform that mediation without offending either side;
You'll learn when to leverage personal boundaries to prevent negative behavior by others, as well as how it can prevent bigger conflicts later on;
You'll learn how to leverage the principle of implementation intention to make the other side focus on a solution to the problem instead of continuing to focus on negativity;
You'll learn about what usual misalignment traps you can fall into (having different expectations, interpretations, others) and how to address them;
You'll learn about what usual escalation traps there are (disrespecting someone, not paying attention, others) and how to address them;
MY INVITATION TO YOU
Remember that you always have a 30-day money-back guarantee, so there is no risk for you.
Also, I suggest you make use of the free preview videos to make sure the course really is a fit. I don't want you to waste your money.
If you think this course is a fit and can take your knowledge to the next level... it would be a pleasure to have you as a student.
See on the other side!
Who this course is for:
- You're anybody dealing with customers (high- or low-value, high- or low-touch), and especially dealing with unhappy ones
- You're anybody in Customer Success or Customer Service
- You're anybody in Client Relations or Investor Relations
I have what could be considered an unconventional background as a coach. I don’t come from psychology or medicine. In fact, I come from tech. I created two tech startups that reached million-dollar valuations, backed by the MIT-Portugal IEI startup accelerator, afterwards becoming its Intelligence Lead.
After years of coaching and mentoring startup founders on talent management, emotional management, influence and persuasion, among other topics, I started being requested by executives and investors, like venture capitalists, with more complex, large-scale problems.
After years of doing executive work, I started specializing in coaching asset management professionals. With the signing of my first fund manager/CIO clients, I started adapting my performance and influence techniques for purposes such as talent management for PMs and analysts, fundraising from allocators, effective leading a team, and properly assessing talent for compensation/promotion/allocation increases.
I currently provide performance coaching and influence/persuasion coaching for executives and asset management professionals, mostly but not limited to purposes like managing people, leading and closing sales/capital commitments.