Learning how to Manage Conversations is the key to Successful Interactions with clients & customers

An effective communicator prevents conflicts and creates positive interactions by setting the tone of the conversation and gently guiding it where he/she needs it to go.

How do you do that?

By following the 6 Rules of Conversation Management

These Rules Will Help You

Calm Disgruntled Clients/Customers

Built Strong Client/Customer Relationships

Lay the Foundation for Sales

Always Use APositive Tone of Voice

Rule #1

10% of conflicts are due to differences in opinion

90% of conflicts are due to wrong tone of voice

One comment in the wrong tone can spark a conflict with a customer or deter a client.

Choose YourWordsCarefully

Rule #2

"We must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others."

– Anthony Robbins

Whether you are giving a presentation, helping a client over the phone, or talking down an angry customer,keep in mind how they might interpret your words.

Uncommon Words Complicated Explanations Misleading Phrasing Aggressive/Belittling

Language

Avoid

Do NotLeaveThemIn TheDark

Rule #3

"The less people know, the more they yell."

– Seth Godin

Make sure your clients/customers feel well informed

Anticipate things that could cause confusion & address them in your initial conversation

Tips

ListenActivelyTo YourClients/Customers

Rule #4

"To listen well is as powerful a means of communication and influence as to talk well. "

– John Marshall

Tense situations quickly escalate to conflicts when clients/ customers don’t feel like you are listening to their grievances, concerns or needs.

ShowThem You Listened

Rule #5

Ask clarifying questions Repeat what they said

backs to them in your own word

Express sympathy if they are frustrated or angry

Tips

StayInControl

Rule #6

Even as you are listening, keep in the mind where the conversation is going. Make sure that it remains positive and focused.

Reframe a perceived negative in a positive light & offer a resolution

Paint a picture that illustrates how your service/ product specifically meets their needs

Tips

“Communication - the human connection - is the key to personal and career success.”

- Paul J. Meyer

Remember!