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Programme sheet
Handling Objections and Criticism Intelligently
Communication & FeedbackConfidence & Self-AwarenessAll employees≈ 20 min
Key skill: Communication
Summary
Turn objections into levers instead of attacks: the four-step acknowledgment method to listen, rephrase, respond, and follow up — defusing tension and moving difficult meetings and negotiations forward.
Target audience
Anyone looking to learn how to handle objections and attacks
Learning objectives
- Handle the objections of the people you're talking to with intelligence
- Anticipate ahead of time to prepare your responses and avoid tense reactions
- Treat objections as a gift: the expression of a different point of view
- Respond to objections in four steps with the Acknowledge-Receive method
Module outline
- StorytellingThe story of Maxime, a sound engineer, discovering the importance of handling objections during his first presentation
- ArticlesThe boomerang effect: an interactive map on why you shouldn't ignore objections · Non-constructive objections and how to handle them · How to handle objections with the acknowledgment method
- Expert videoAnticipating difficulties and resistance, handling objections, and using counter-questions
- AnchoringA quiz and true/false questions to deepen the topic and anchor what you've learned
- Memo cardA downloadable coaching memo card: the key takeaways from the expert video
- CommitmentConcrete examples to help you define your own commitment
Models & methods
The four-step acknowledgment method; positive rephrasing; mirror, relay, and echo counter-questions.