Goals
Learn techniques to handle complex clients, out-of-scope requests, escalations, conflicts, negotiations and critical communications, while keeping both effectiveness and the relationship.
Who it is for
Team leaders, creative directors, account managers, project managers.
What we cover
- Types of clients and typical critical points
- Assertive communication and managing expectations
- Preventing out-of-scope requests and escalations
- A framework for complex requests and critical conversations
- Conflicts, delays, endless revisions, constant changes
- Role-play on delicate situations
Format and duration
2 theory-and-practice sessions of 2 hours, on site, with guided role-play.
What the team keeps
A framework for difficult conversations and ready-made phrases for saying no without closing doors.