Customer-oriented and convincing How to handle difficult situations by means of language

20.10.2017 - 21.10.2017, Raum Karlsruhe

Language is the number 1 tool in the service sector! Since this is what you use to convey competence, motivation and confidence to your customers. There is a lot to lose and ideally you have a lot to gain. 

In this seminar you will learn how to apply language in order to lead your customers. By means of positive, customer and solution-oriented communication you can take them by the hand and guide them, especially also, when things become impassable.

You will learn reliable bridging sentences for dealing with emotional and stressful communication situations. Repartee techniques will help you to draw the line constructively and with confidence. A powerful tool.

  • Ability to represent yourself and your company professionally
  • Confident and appealing presentation
  • Solution and future-oriented communication
  • Application of basic repartee techniques
  • Staying cool, even during attacks
  • Drawing lines constructively and asserting yourself
  • Insights from communication psychology
    From factual language to psychological language and impacts
    The power of non-verbal communication
    Rhetorical tricks
    Individual presence
  • Structuring conversation
    Introduction, main contents, conclusion
    Overview prior to detail
    Well-known details prior to new ones
    Simplicity prior to complexity
    Benefits prior to (tiring) details
  • Speaking with conviction
    Powerfully and clearly
    Short and simple instead of long and complicated
    Signals instead of killer words
    “I” instead of “one”
    Active instead of passive
  • The POWER principles

  • Positive perspectives
    Orientating and ordering
    Energy and emotion

  • Conflicts, killer phrases & co.
    Difficult conversation partners, complaints and claims
    Repartee and verbal assertion techniques
    Ending pointless discussions
    Solving conflicts and deescalating
    Emergency exits
  • De-escalation

  • Four-field analysis
    Understanding stress
    From red-head to blue-head
    Active listening

  • Dealing with attacks and provocation
    Complaints and aggression: Staying cool and accepting criticism constructively
    Taking the wind out of the sails
    Dealing confidently with provocation
    Protecting yourself and being able to fall back on a broad range of reactions
    Saying “No” constructively and drawing lines
  • Repartee techniques

  • Surprising / exaggerated agreement
    Techniques for further enquiry
    Countering labelling accusations
    “Especially because” technique

  • Practical training for customer-oriented communication
    Working on individual issues and objectives
    Applying the POWER principles
    Self-perception and perception by others

    Ideas for optimization
  • Transfer planning and implementation
    Open questions
    Alignment with individual concerns and objectives
    Next steps for implementation in day-to-day work
    Practical transfer tips
    Ensuring implementation
  • Interactive impulses from psychology, leadership and conflict research
  • Experience-oriented, interactive communication exercises
  • Case studies
  • Process-oriented individual, pair and group work
  • Dialogue and exchange of experiences amongst participants
  • Plenary reflection, discussion and reflecting teams
  • Short Mind&More exercises for relaxing and brain-friendly work
  • Check lists and guidelines
  • Use of metaphors, symbols and storytelling
  • Transfer planning
  • 1,280.00 € (plus VAT)
  • Participation in seminar
  • Seminar handouts in M2M file
  • Conference package (conference room, lunch and 2 coffee breaks)

Back Anmeldung


  • 20.10.2017 - 21.10.2017
  • Raum Karlsruhe
  • 2 days (10.00 – 17.30, 8.30 – 16.00)
  • 1.280.00 € (plus VAT)

Jedes Seminar kann auch als firmeninternes Inhouse-Seminar gebucht werden.

Inhouse anfragen