Virtual/Instructor-led training
Empowering Leaders:
Mastering Difficult Clients and Driving Effective Meetings
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Introduction
In today’s professional landscape, the ability to handle difficult clients and customers with professionalism is crucial in customer-facing roles. Similarly, leading effective meetings requires strong communication and leadership skills. This session aims to blend the strategies for dealing with challenging clients with the skills needed to lead successful meetings. By combining these essential capabilities, participants will develop a comprehensive toolkit to navigate difficult situations, build rapport, and drive productive meetings.
Details
- Presentation Length: 60mins (presentation only), 90mins (includes practical exercises)
- Participant Numbers: 15-500+
- Virtual and In-person options available
- Sessions can be recorded for internal use
- Onsite training available globally: North & South America, EMEIA, APAC, LATAM
- Languages: English, Spanish, French, Portuguese, Italian, Mandarin, Arabic, Japanese, and Malay.
- Building Rapport and Effective Communication:
- Techniques for building rapport and adapting communication styles with clients and meeting participants.
- Cultivating a positive and collaborative atmosphere in meetings.
- Active Listening and Understanding Needs:
- Utilizing active listening skills to address concerns and gather insights during meetings.
- Creating an inclusive environment through empathetic listening.
- Maintaining Professionalism and Calm:
- Strategies for staying calm and professional in challenging situations.
- Managing conflicts and disagreements constructively.
- Identifying Opportunities and Driving Results:
- Recognizing growth opportunities and fostering collaboration and innovation in meetings.
- Translating challenges into actionable outcomes and delivering meeting objectives.
- Addressing Unconscious Bias and Cultural Sensitivity:
- Developing awareness of unconscious bias and promoting cultural sensitivity.
- Creating an inclusive environment that values diverse perspectives.
included in 90-min, Half Day & Full Day sessions
- Challenging Client Role-Play with Senior Stakeholders: Participants will engage in role-playing scenarios to practice handling difficult clients while considering the presence of senior stakeholders.
- Meeting Scenario Analysis and Inclusivity Planning: Participants will analyze meeting scenarios involving difficult clients and cultural diversity. They will brainstorm strategies to address challenges, promote inclusivity, and achieve meeting outcomes.
- Reflection, Confidence-Building, and Action Planning: Participants will reflect on areas for improvement, develop confidence-building techniques, and create action plans to effectively handle difficult clients and lead engaging meetings.
(included in Half Day (3hr) Sessions)
- R.E.A.C.H. Model: This framework guides participants in building rapport, engaging in effective communication, maintaining accountability, identifying opportunities, and addressing bias when dealing with difficult clients and driving effective meetings.
- P.L.A.N. Framework: The P.L.A.N. framework helps participants prepare for meetings by setting clear objectives and agendas, lead engaging discussions, actively listen and understand needs, and navigate challenges to drive results with confidence.
- C.A.R.E. Framework: The C.A.R.E. framework emphasizes the importance of building rapport and trust with difficult clients, actively listening to their needs, maintaining a professional demeanor, and driving results through collaboration and effective meeting management.
The goal of this session is to empower participants with the skills and strategies necessary to confidently handle difficult clients and drive effective meetings. By mastering techniques covered in this training, participants will be equipped to navigate challenging client interactions and lead impactful meetings that drive specific deliverables.
