Proactive communication

Objectives

• To encourage and inspire sales consultants about the importance of their role in the company's operations and image creation;

• to learn new skills and improve existing ones in proactive behavior and persuasive communication;

• to acquire new tools for saving personal energy and solving challenging situations.

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Working method

Interactive and engaging form of work, practical tasks individually and in small groups to strengthen and develop skills, discussions to find the best solution

Program

1. Emotional and functional needs

   1. The role of consultants in satisfying the emotional needs of internal and external clients, which to a greater extent also determines client satisfaction, trust and more successful cooperation

2. Proactive thinking and proactive behavior

   1. How to spend energy wisely and effectively

   2. How to increase positive energy and how, by correctly distributing energy, reduce stress and exhaustion

   3. Examples of the trainer and participants to strengthen understanding and encourage

   4. Phrases to use in communication to promote proactive thinking

3. Active listening

   1. How to simultaneously create a sense of interest and listening in the client and lead the conversation yourself, determining the direction and length

   2. Empathy - a basic communication competence

4. Questioning skills

   1. Questioning as an essential component of active listening

   2. How to use questions more effectively?

   3. How to adapt questions to suit your purpose?

5. Elements of communication

   1. Body language, intonation and words

   2. The role of each element in creating an impression and exchanging information in communication

   3. How to use these elements meaningfully?

6. Reflecting on your own experiences, observations and challenges

7. Communication styles

   1. Aggressive, passive, passive-aggressive and learnable assertive style

   2. Characteristics

   3. Recognition in communication

8. Conflict situations

   1. Effective communication to resolve them to avoid conflicts

   2. Conflict resolution tactics

   3. Communication techniques for managing conflict situations to a solution