Welcome back to the third week in our course on negotiations. This week focuses on problems. Problems are everywhere, and in business, we need to address them effectively. Let's review what is planned for this week. In our first lesson, describing problems, we will explore how to inform someone about a problem, especially on the phone. Communication in business can be challenging, and clearly describing a problem is an essential skill. It's not only about stating what went wrong but also providing enough context for the listener to understand the issue. Clear communication helps prevent misunderstandings and sets the stage for effective solutions. In the next lesson, we will focus on dealing with problems by exploring ways to identify and clarify a problem and discuss how to provide excellent customer service. Identifying the root cause is crucial, because without understanding the underlying issue, any solution might be temporary. Clarifying the problem often involves asking questions, summarizing what the other person has said, and confirming details. Providing outstanding customer service during problem-solving not only resolves the issue but also strengthens client relationships and builds trust over time. In lesson three, resolving problems, you will learn guidelines to handle a complaint, identify appropriate language to apologise, and offer a solution over the phone. Handling complaints effectively requires patience and professionalism. Choosing the right words to apologise can de-escalate tension, while proposing practical solutions shows attentiveness and competence. Learning these strategies equips you to turn potentially negative interactions into opportunities to demonstrate reliability. In lesson four, following up on problems, you will learn guidelines and language to address late payment issues and follow up on unresolved problems. Following up is critical as it ensures accountability and demonstrates commitment to resolving issues completely. Late payments or unresolved problems can affect business relationships, so timely and polite follow-up is essential. Using appropriate language helps maintain professionalism and encourages prompt responses, ultimately supporting smoother business operations.