Мастер-класс. Управление конфликтами с клиентами. Практический тренинг

SECR 2018
Андрей Майборода
Генеральный директор, Гринбизнес

На практическом тренинге “Управление конфликтами с клиентами” все желающие смогут разобрать и отработать на практике типовые конфликтные ситуации ИТ-компании с клиентом и освоить коммуникативные приемы управления конфликтной коммуникацией. Тренинг проводит Андрей Майборода – известный эксперт по продажам в ИТ, директор компании GreenBusiness, автор книг “Продать равно помочь”, “Дело по сердцу” и других.

Transcript

1. MANAGING CONFLICTS WITH CLIENTS A PRACTICAL TRAINING Andrei Maiboroda
2. INTRODUCING THAT GUY ON AIR: ANDREI MAIBORODA
3. A CONFLICT IS ABOUT MISUNTERSTANDING MISTRUST MISHEARING
4. THE REASON HAS BEEN CREATED BEFORE THE REASON IS HARD TO CHANGE THERE IS NON MONEYBACK EASY CASE HARD CASE THE REASON IS BEING CREATED OR HAS BEEN RECENTLY THE REASON CAN BE CHANGED IN FUTURE SERVICE MUST BE RENDERED OR MONEYBACK CONFLICT ABOUT YOUR PRODUCT CONFLICT ABOUT YOUR SERVICE
5. EASY CASE THE REASON IS BEING CREATED OR HAS BEEN RECENTLY THE REASON CAN BE CHANGED IN FUTURE THIS HAS TO BE FIXED OR SOMEONE GETS FIRED DEV TEAM CONFLICT
6. HARD CASE “US - THEM” CONFLICT THE REASON HAS BEEN CREATED BEFORE THE REASON MUST BE CHANGED IT SHOULD BE SOLVED OR SOMEONE LOSES LOTS OF MONEY AND STAFF
7. A PROMISE A DELAY/ERROR AN ANGER AN ISSUE A DISPUTE A FAIL A LAWSUIT
8. <avoid> You are… We expect… We can’t You must There is a delay. There are extra costs.
9. THE WORST DEVELOPER’S BUSINESS WORD EVER impossible
10. <use/> What is better for you? There are following options… We are working on… New features of the system have to be discussed. I am working on the new schedule.
11. WHO WANTS 4 FREE?
12. I AM SORRY! I UNDERSTAND YOUR FEELINGS/ I WOULD HAVE REACTED SIMILARLY IN YOUR POSITION. ON THE OTHER HAND… (new functions, bonus from our side, delay is not critical). I PROPOSE TO/SUGGEST THAT… (relevant and positive measure). WOULD THAT RESOLVE THE SITUATION? ONCE AGAIN, SORRY.
13. CASE 1 One of your frontend developers has a conflict with a DB architect, which is why you are about to fail a deadline. Make the things right.
14. CASE 2 You will definitely fail a launch deadline of a hi-load internet shop, because one of your frontend developers has a conflict with a DB architect. There is also a DB architecture mistake, which is why the scalability shall be limited. The client has ordered a massive ad campaign starting 3 days after your deadline. Make the things right with the client.
15. A PROMISE A DELAY AN ANGER AN ISSUE A DISPUTE A FAIL A LAWSUIT TOP-7 CONFLICT PROTECTORS Promise what you can do Say I AM SORRY! Propose real working things & execute Report problems before issue meetings DO NOT ARGUE! SEARCH FOR WIN-WIN ? Grow as a Pro
16. NB A CONFLICT is easy to avoid is better private then public is a must to be handled by all parties
17. ANTI-CONFLICT COFFEE-COACHING 1. FIND ME 2. OFFER ME A COFFEE 3. ASK QUESTIONS
18. Andrei Maiboroda GreenBusiness maiboroda@greenbizzz.ru fb.com/andrei.maiboroda