Learning objectives :

• How to prepare for and deliver bad news clearly and credibly, without beating around the bush or damaging the relationship
• Say no to an inappropriate request by immediately closing the door without raising false hopes
• Defuse tension or conflict by acting as a solution-oriented mediator

Course :

Session 1: Delivering Difficult Messages
Even when the news is bad, it is the clarity of the message that provides reassurance. Participants first work through three preparatory steps: writing their first two or three sentences (no bullet points, no beating around the bush), preparing for the worst-case scenario to anticipate blind spots, and gauging the internal champion’s reaction beforehand to avoid any surprises.
They then explore the four stages of the message: getting straight to the point by taking responsibility without pointing fingers, addressing sensitive issues before the client raises them, highlighting what remains uncontested to secure the relationship, and then checking in with the key sponsor after the meeting.
The session also addresses “saying no” in real time: how to close the door immediately without slamming it, without falling into the trap of “let me think about it,” which creates false hope and a sense of betrayal.

Session 2: Handling Tensions
When a customer reacts negatively, the most common mistake is to address the substance of the issue too quickly. Participants learn to apply the P.I.F.O. method:

• Problem (separate the person from the disagreement and treat it as an external issue, not a personal attack),
• Interests (identify what lies behind each position to move beyond the question of "who is right"),
• Facts (based on objective data and real constraints rather than opinions),
• Options (proposing mutually beneficial solutions that allow everyone to move forward).

They work out the exact wording for each step and learn to seek the other person’s commitment rather than perfect consensus.

Session 3: Defusing Conflicts
When tension involves not only the customer but also a colleague standing opposite them, the sales representative’s role shifts to that of a mediator. Through role-playing exercises, participants practice mediation techniques: maintaining a neutral stance, asking questions to focus on the facts rather than the people involved, rephrasing statements to help each party articulate their interests, and collaboratively developing a solution acceptable to all.
The session also addresses implicit communication: how tone, facial expressions, and body language convey a message even before you open your mouth, and why the perceived intent of the other person changes everything at the end of a difficult conversation.