The SMDP4 course provides participants with a practical perspective on how to manage individual and/or team conflict and under-performance. The course content includes proven approaches to motivate change in performance or resolve situations through replacement strategies.

In addition, the program provides insight into the process of change. It enables managers to recognize specific skills to use as under-performers advance or fail to advance in the process of improvement. The participants are provided opportunities to practice the skills of training, coaching and managing conflict in specific problem solving situations.

Ideal Participant Profile

Sales Managers experiencing occasional or chronic under-performance within their teams. Managers responsible for directing/developing field sales representatives.


To develop skills and approaches to motivate change in under-performing reps or resolve the under-performance situations with replacement strategies.


Participants will have demonstrated their capabilities to execute the following in simulation:

  • Proactively Confronting and Engaging Under-performers
  • Practicing Emotional Intelligence
  • Building Trust
  • Listening To Understand
  • Delivering Specific and Measurable Expectations
  • Magnifying Consequences of Non-compliance
  • Maintaining Records and Tracking Results
  • Discharge Strategies & Communications

Blended Learning Support

  • Facilitated Workshop
  • Video Models
  • “Memory Jogger” Reminder Cards
  • Follow-up Conference Calls
  • On-demand Distance Learning
  • Individual Coaching


We have proven that the best way to determine improvement of new skills and knowledge is to measure progress toward objectives at routine intervals. We recommend measurement tools that serve to reinforce and track progress to mastery during training and post-training as well. The goal of routinely measuring progress is to recognize continuous improvement with positive feedback to the learner as well as provide opportunities for immediate corrective feedback as necessary.