Don’t Shoot the Messenger! How to Effectively Deliver Bad News to your Clients

Presented by:
Paul Pelletier LL.B. PMP CAPS, Founder, Paul Pelletier Consulting

Travel professionals deliver “bad news” to our clients almost daily these days – from the ever-changing COVID rules to airlines canceling flights to increased prices. If these conversations go badly, they can ruin a client’s relationship. If handled carefully and effectively, your relationships will be enriched. This makes message management critical – it takes skill to effectively avoid arguments, clarify misunderstandings, deal with disputes, and repair relationships.

This presentation, hosted by Paul Pelletier LL.B. PMP CAPS, a former travel business operator, corporate attorney, author, and international professional speaker, helps travel professionals successfully have “bad news” conversations. Participants will develop strategies for changing the conversation from negative to positive, from disrespectful to appropriate. Participants will learn how to turn bad news delivery into an opportunity to provoke learning and enrich relationships.

The learning objectives include:

• Enabling travel advisors to understand how to successfully deliver bad news.
• Illustrating that hard conversations are normal and can be used to create better solutions to problems if they are handled well.
• How to reduce conflicts and address disagreements
• Having a range of options before you contact the client

CTA, CTC and CTIE grads will earn 2 CEUs.