2025 Deflate, Relate, Elevate Virtual Workshop

Cooperative Network is excited to bring you this virtual workshop that is designed for client-facing teams who want to turn mistakes, misunderstandings, and unmet expectations into opportunities for trust, loyalty, and strengthened relationships.

Even with the best laid plans, mistakes happen. Things go wrong. Your clients, customers, and patients get angry, upset, frustrated—or worse—head to your competition. However, when handled with care and empathy, these misunderstandings can actually increase trust, create lasting loyalty, and build stronger relationships. Bonus: no more discounts, freebies, or giveaways.

In this workshop, Erin O’Malley will teach you how to apply the Deflate, Relate, Elevate Formula© to reach true understanding, create connection, and rebuild strong relationships–without having to take on more responsibility or give away the farm. Discover how disconnections and misunderstandings provide an opportunity for greater understanding, cohesion, and alignment when you engage in conversations using the formula.

After participating in Deflate, Relate, Elevate, participants will be able to:

• Ditch the normal “active listening checklist” and replace it with listening techniques that make people feel heard
• Offer empathy and options instead of jumping in to fix the situation, increasing trust and decreasing extra work and responsibility.
• Replace well-intentioned phrases, habits, and behaviors that do more harm than good, with impactful behaviors that will truly make a difference.
• Feel confident in handling upset, angry, or disappointed clients and making a positive, memorable experience that positively impacts the bottom line.

What to Expect:

• 90-minute interactive workshop delivered via Zoom
• Digital workbooks and worksheets to outline and reinforce content
• Minimum slide decks, maximum opportunities for interaction and application
• A clear, practical, and actionable formula to engage in challenging conversations (with customers, colleagues, and humans alike!)

For registration information, email Dawn Bausch, Vice President of Administration, at dawn@cooperativenetwork.coop.