These different approaches for a termination clearly demonstrate how a goal-oriented procedure within the framework of realization of termination management is possible. Now the question arises as to how successful termination management can ultimately be realized. It is of fundamental importance in this respect to understand the termination as a process.    

Core Question 3: What practical implications result for ­termination management? Besides the customer analysis, the practical challenge of termination management is primarily in the communication of the termination to the customer. It is assumed here that direct communication in the form of a termination meeting occurs. That is why findings from mediation and communication psychology for conducting and resolving difficult discussions are integrated into the comments below. The feedback loop of termination management is described in this respect as a practical implication. It encompasses four phases, whereby the transition from one phase to the next takes place when the objective of the particular phase has been achieved. The sequence of the objectives is based on the following chain of effects (see figure as well):   

1. Dispelling emotionalism and reaching an objective and unemotional level  

2. Creating transparency with regard to content  

3. Presenting possible approaches for a resolution 

4. Confirming the mutual consensus on the resolution proposal.  

During the course of the termination process, it is essential that the (interim) objectives in the various phases be achieved. If, for example, no mutual consensus can be found during the resolution phase, it is necessary to return to the step of making circumstances transparent to the customer because this is the only way to ensure that the customer will ultimately accept the termination. And if the customer has accepted the termination, there will be a reduction in emotionality, first of all. Secondly, the resolution of the termination process is then possible. This means that the path to the goal of successful termination management does not only lead through a resolution of content. The communication itself must be understood as a resolution and, in the long term, will contribute to the company’s positioning advantage as a relationship leader.