Handling objections and criticism intelligently

Training Theme

This training teaches a structured approach to dealing with objections and criticism in a constructive manner. It presents objection as an opportunity rather than a threat, introducing the 4-step acknowledgment method. Participants learn to distinguish between constructive and non-constructive objections, to use positive reformulation and counter-questions effectively. The training combines theory, practical cases and concrete tools, including a methodology for preparing responses to objections before important meetings. The emphasis is on the development of a mature professional posture that is receptive to criticism.

Training Objectives

In this online course, you will learn how to:

• Skillfully handle objections from your counterparts.
• Plan ahead to prepare your responses and avoiding tense reactions.
• Consider objections as a gift: the expression of a different viewpoint.
• Respond to objections in 4 steps with the "Acknowledgment".
• Master the art of paraphrasing to obtain a "yes" of understanding.
• Use counter-questions to close the parenthesis of the objection.
• Unmask non-constructive objections that only aim to destabilize us.

Target Audience 

Anyone wishing to learn how to handle objections and attacks.

Means and Methods 

• E-learning Modules: Consisting of text, videos, interactive content, and quizzes designed to help you achieve the defined learning outcomes.
• Additional resources: Downloadable documents such as the coaching memo sheet (PDF).

Training Content 

This module contains 4 parts:

DISCOVER

• Identify your personal challenges and motivations for change.

SHAKING UP

• The boomerang effect: an interactive map on the importance of not ignoring objections
• Storytelling: Video ""Echoes of a Presentation"", 2'22
  • Story of Maxime, sound engineer, discovering the importance of objection management during his first presentation
• Quiz on the lessons learned from the story of Maxime

LEARN

• Expert video: Responding to objections, 8'32
  • Anticipate difficulties and resistance, manage objections and use counter-questions
• Non-constructive objections and their solutions:
  • Option 1: Stop the discussion
  • Option 2: Continue with intelligence
• Quiz and TRUE/FALSE exercise on the positive reformulation of objections

ANCHOR

• How to handle objections with the acknowledgment method
• ChatGPT as a tool for preparing for objections
• Use concrete examples to define your own commitment to change.

ADDITIONAL RESOURCES

• Downloadable documents:
  • Coaching memo sheet (PDF)