ПЕРЕГОВОРЫ В КОНФЛИКТНОЙ СИТУАЦИИ
О программе
Содержание
Преподаватели
Продолжительность обучения: 16 уч. ч.
Что делать, если при продаже Вашего продукта (услуги) или при обслуживании клиента возникла конфликтная ситуация?
Как быть, если клиент разозлен и не слышит доводов специалиста Вашего предприятия?
Как договориться с клиентом, если его не устраивают условия сотрудничества или он требует невозможного?
И как при этом сохранить собственные ресурсы и справиться со стрессом и напряжением?
Для специалистов и руководителей отделов продаж и отделов обслуживания клиентов.
По окончании обучения участникам выдается диплом БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ и справка об обучении государственного образца.
Эффективная работа с клиентами.
- Что значит эффективная работа с клиентами. Понятие «маркетинга отношений». Почему для компании важна клиентоориентированность.
Работа с клиентами в конфликтных и других трудных ситуациях.
- Понятие конфликта.
- Субъекты и объекты конфликта.
- Причины возникновения конфликтов.
- Стадии развития конфликта.
- Пять основных стратегий поведения в конфликтных ситуациях.
Переговоры с клиентом в конфликтных и других трудных ситуациях.
Подготовка переговоров.
- Анализ конфликтной ситуации и интересов оппонентов: вашей компании и клиента.
- Определение возможных вариантов разрешения конфликтной ситуации.
- Выбор стратегии и тактик ведения переговоров в конфликтных и других трудных ситуациях.
Ведение переговоров.
- С чего начинать переговоры?
- Принципы и правила общения с клиентом в конфликтной ситуации: как задавать вопросы, принципы подачи информации и правила активного слушания.
- Как действовать если клиент: возражает; угрожает; шантажирует; выдвигает голословные и бездоказательные обвинения; блефует, чтобы заставить вас согласиться на невыгодные для условия; в последний момент отказывается от условий, на которые согласился ранее; кричит и не хочет вас слушать; ведет себя агрессивно; оскорбляет вас.
- Как достигнуть договоренностей и завершить переговоры.
- Подведение итогов и анализ результатов переговоров.
Самообладание в работе с клиентом. Способы сохранения самоконтроля.
- Приемы психологической защиты в конфликтной ситуации. Способы сохранения самоконтроля.
- Методы снятия психологического напряжения в ситуациях стрессового общения.
- Методы нейтрализации стрессов.
По окончании обучения участникам выдается диплом БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ и справка об обучении государственного образца.
Ирина ТолкачАкадемический директор и преподаватель программ школы продаж и клиентских отношений БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ, член AMS ASSOCIATION.
Участник лидерских программ по методике BARRON ADVENTURES. Судья международной программы номинирования в индустрии кон
Читать далееТатьяна ЧердынцеваПервый заместитель директора БИЗНЕС-ШКОЛЫ XXI ВЕК-КОНСАЛТ, академический директор программы MBA General, бизнес-консультант, преподаватель программ по бизнес-стратегии, процессному управлению, HR-менеджменту.
Член рабочей группы по реализации «Конц
Читать далееЗаявка на обучение
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["_isAbstract":protected]=>
bool(false)
["_matchedPath":protected]=>
NULL
}
["catalogpreview"]=>
object(Zend_Controller_Router_Route)#74 (17) {
["_translator":protected]=>
NULL
["_locale":protected]=>
NULL
["_isTranslated":protected]=>
bool(false)
["_translatable":protected]=>
array(0) {
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["_urlVariable":protected]=>
string(1) ":"
["_urlDelimiter":protected]=>
string(1) "/"
["_regexDelimiter":protected]=>
string(1) "#"
["_defaultRegex":protected]=>
NULL
["_variables":protected]=>
array(0) {
}
["_parts":protected]=>
array(3) {
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string(7) "catalog"
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string(4) "item"
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["_defaults":protected]=>
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["_requirements":protected]=>
array(0) {
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["_values":protected]=>
array(0) {
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["_wildcardData":protected]=>
array(0) {
}
["_staticCount":protected]=>
int(3)
["_isAbstract":protected]=>
bool(false)
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NULL
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["_currentRoute":protected]=>
string(5) "pages"
["_globalParams":protected]=>
array(0) {
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["_chainNameSeparator":protected]=>
string(1) "-"
["_useCurrentParamsAsGlobal":protected]=>
bool(false)
["_frontController":protected]=>
*RECURSION*
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array(1) {
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*RECURSION*
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}
["_throwExceptions":protected]=>
bool(false)
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["layout"]=>
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object(Zend_View_Helper_Placeholder_Container)#57 (8) {
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string(0) ""
["_separator":protected]=>
string(0) ""
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string(0) ""
["_captureLock":protected]=>
bool(false)
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NULL
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NULL
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NULL
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string(6) "layout"
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NULL
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bool(true)
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string(36) "Zend_Layout_Controller_Plugin_Layout"
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NULL
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object(Zend_Db_Profiler)#49 (4) {
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array(0) {
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["_enabled":protected]=>
bool(false)
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NULL
["_filterTypes":protected]=>
NULL
}
["_defaultProfilerClass":protected]=>
string(16) "Zend_Db_Profiler"
["_connection":protected]=>
NULL
["_caseFolding":protected]=>
int(0)
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bool(true)
["_autoReconnectOnUnserialize":protected]=>
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["_environment":protected]=>
NULL
["_optionKeys":protected]=>
array(5) {
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string(11) "phpsettings"
[1]=>
string(12) "includepaths"
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string(9) "bootstrap"
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string(12) "appnamespace"
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string(9) "resources"
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["_options":protected]=>
array(5) {
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string(4) "UTF8"
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}
}
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["_pluginLoader":protected]=>
object(Zend_Loader_PluginLoader)#7 (4) {
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array(0) {
}
["_loadedPlugins":protected]=>
array(3) {
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string(41) "Zend_Application_Resource_Frontcontroller"
["Layout"]=>
string(32) "Zend_Application_Resource_Layout"
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string(28) "Zend_Application_Resource_Db"
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["_prefixToPaths":protected]=>
array(1) {
["Zend_Application_Resource_"]=>
array(1) {
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string(26) "Zend/Application/Resource/"
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}
["_useStaticRegistry":protected]=>
NULL
}
["_pluginResources":protected]=>
array(3) {
["frontcontroller"]=>
object(Zend_Application_Resource_Frontcontroller)#12 (4) {
["_front":protected]=>
NULL
["_bootstrap":protected]=>
*RECURSION*
["_options":protected]=>
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array(1) {
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string(1) "0"
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["_skipOptions":protected]=>
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string(7) "options"
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string(6) "config"
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string(0) ""
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string(0) ""
["_indent":protected]=>
string(0) ""
["_captureLock":protected]=>
bool(false)
["_captureType":protected]=>
NULL
["_captureKey":protected]=>
NULL
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array(0) {
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string(7) "content"
["_enabled":protected]=>
bool(true)
["_helperClass":protected]=>
string(43) "Zend_Layout_Controller_Action_Helper_Layout"
["_inflector":protected]=>
NULL
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bool(true)
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string(15) ":script.:suffix"
["_layout":protected]=>
string(6) "layout"
["_viewScriptPath":protected]=>
string(50) "/mnt/vdb1/www/21vk.biz/application/layouts/scripts"
["_viewBasePath":protected]=>
NULL
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string(11) "Layout_View"
["_mvcEnabled":protected]=>
bool(true)
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bool(true)
["_pluginClass":protected]=>
string(36) "Zend_Layout_Controller_Plugin_Layout"
["_view":protected]=>
NULL
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string(5) "phtml"
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["_bootstrap":protected]=>
*RECURSION*
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string(7) "options"
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["_filterTypes":protected]=>
NULL
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NULL
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["_isDefaultTableAdapter":protected]=>
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string(7) "zfdebug"
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string(5) "cache"
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string(2) "db"
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["_started":protected]=>
array(0) {
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NULL
["_request":protected]=>
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string(5) "_POST"
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["_requestUri":protected]=>
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["_baseUrl":protected]=>
string(0) ""
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NULL
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string(9) "programma"
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string(5) "pages"
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["_rawBody":protected]=>
NULL
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bool(true)
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["_headersRaw":protected]=>
array(0) {
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["_httpResponseCode":protected]=>
int(200)
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bool(false)
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bool(false)
["headersSentThrowsException"]=>
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["_loadedPlugins":protected]=>
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["helper"]=>
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["_loadedPlugins":protected]=>
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["_useStaticRegistry":protected]=>
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["_loaderTypes":"Zend_View_Abstract":private]=>
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string(6) "filter"
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string(6) "helper"
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["request"]=>
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string(5) "_POST"
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["_requestUri":protected]=>
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["_baseUrl":protected]=>
string(0) ""
["_basePath":protected]=>
NULL
["_pathInfo":protected]=>
string(16) "/pages/programma"
["_params":protected]=>
array(4) {
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string(9) "programma"
["module"]=>
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string(4) "show"
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["_rawBody":protected]=>
NULL
["_aliases":protected]=>
array(0) {
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["_dispatched":protected]=>
bool(true)
["_module":protected]=>
string(5) "pages"
["_moduleKey":protected]=>
string(6) "module"
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string(5) "index"
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string(10) "controller"
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string(4) "show"
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string(6) "action"
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["_helper":protected]=>
object(Zend_Controller_Action_HelperBroker)#47 (1) {
["_actionController":protected]=>
*RECURSION*
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