Winning complex B2B sales (In-House)

1 What's happening?

• Issues around us
• Risks in context
• Personal experiences

2 Safety fundamentals

• Following internal policy and procedure
• Personal safety and lone working
• Use of technology

3 Nipping issues in the bud

• Recognising early warning signs
• Avoiding causing problems for ourselves

4 Calming - Reaching - Controlling

• Tips and techniques for potentially calming a situation
• Reaching and building rapport
• Accelerants - tips on avoiding accelerating a situation
• Assertiveness techniques
• Non-verbal behaviour
• Active listening and the use of questions and distractions
• Exploring ways forward and identifying win/wins
• Avoiding the secondary argument
• Fogging
• The 'drama triangle'
• If all else fails...

5 Harassment, stalking and on-line bulling

• What constitutes harassment and definition of stalking
• On-line bullying
• Steps to take

6 Reporting principles

• Importance of incidence reporting
• Taking care of us
• What next?