Experience & experiment how to deal with resistance effectively.
You are working for a company and your team just closed the deal of the year. Extremely important for your company. The service department has a completely different perspective and is far from happy with this deal. For them quality is more important than speed.
In this interactive role play you will meet one of your colleagues of the service department, who is on his way with a complaint. His goal is to make sure you will visit the customer to solve this issue.
In this lecture you will learn about:
• The mourning curve that people go through when confronted with change and how they typically respond to it.
• The type of responses that might not lead to an effective solution, the so-called Neanderthal responses. You will experience each response through a practical example.
• The acknowledgement process. The way to deal with resistance effectively.
Duration: +/- 10 minutes
Duration: +/- 15 minutes