Overcoming Resistance
Overcoming resistance in the training room is an important skill which can make or break the success of your session and your confidence as a trainer.
In customer service training, you may find there will be lots of reasons why the training can’t be implemented, anything from “that doesn't apply to our customers”, to “well if ops/ sales / finance / another department did their job we wouldn't have to x y z.” Your job as a trainer is to maximise your message, overcoming resistance when it arises, and making sure the session doesn’t get stuck on people's resistance so that one or two people don't take the whole group down with them. So what are our top tips? Well it's all in the preparation , and in opening or setting up the training effectively. I would strongly recommend that you read the links highlighted to help you. These tips help you establish your credibility right from the start of the training. You will always work more effectively with the group if they trust that the session will benefit them right from the start. But what do you do when you are faced with some hostility and you need to overcome resistance? Being at the front of a training room can be a very lonely place. The most useful phrase to bear in mind is that resistance is often proportionate to feelings of loss. For organisations to survive, they often need change, but as human beings we tend to need stability, so that sets up a dynamic tension which a training session or team meeting can unleash. If you are asking someone to do something differently, and they are resistant to that, what do they feel they are losing?
I remember one training programme where a customer relationship management system ( CRM ) was being implemented, and one or two people were very vocal in their resistance to the changes. They were the very people who knew the current system inside out, if people wanted help they went to them. So by implementing a new system, they were losing their status and to some extent their power in the office. So how do you deal with resistance?
Customer Service Training Tip #1 Listen to understandOvercoming resistance is much easier if you listen actively to what people say, and understand where the resistance is coming from.
Customer Service Training Tip #2 Reflect backSummarising back your understanding of what someone has just said is a key skill when training. Why, well it buys you thinking time ( big benefit ) and it also demonstrates to the people you have been listening, and when teams of people are undergoing change being listened to and heard is really important.Customer Service Training Tip #3 Overcoming objections“If I could find a way to demonstrate to you the reasons why this is important would you give it a go?”It’s very difficult to say no to that in a group of people. This will only work if you have established your credibility and build a good rapport with the group.
Customer Service Training Tip #4 Weighing up the pro’s and consA forcefield analysis can be a really useful tool when overcoming resistance, listing on one side of the flipchart all the reasons why the changes should be implemented, and on the other side the reasons why not. If you get the group to agree marks out of 10 for each point on the board, you can count up the strength of the argument on both sides. This will help you focus on the areas of real concern to the group, and often gives you some quick wins.Using role plays in training Our top tips for making sure your role play sessions have maximum impact. Learning styles Find out more about models and methodologies to help your training sessions be successful. Customer Service Training Quotes Inspirational quotes to help your thinking about customer service and customer service training. Motivational Music Music to get you all in the mood for learning. Return from overcoming resistance to the customer-service-training-helper home page
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