Dealing With Difficult Conversations with Customers

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  • Regular price £50.00


What's in the pack: 

Trainers can use the practical techniques in this pack to help delegates handle difficult and potentially confrontational situations and conversations confidently with external and internal customers.

Aims:

By the end of the session delegates will be able to: 
Utilise their increased understanding of human behaviour under pressure  
Utilise specific communication skills that will help them manage difficult situations 
Identify passive, aggressive and assertive behaviour – and the effect of this behaviour on others 
Adapt a professional and appropriate style or behaviour when handling difficult people

Summary of Course Content:

What makes a person difficult? Recognising what difficult behaviour is… 
An introduction to transactional analysis 
How by understanding behaviour, we can modify other people’s style 
Communication skills that help deal with difficult people: paraphrasing, using feedback, listening and questioning skills 
Tips towards assertiveness 
Situations at work that may arise – highlighting practical ways of dealing with them 
Using positive language, verbal and non-verbal, and a positive approach to influence outcomes 
How this course fits into an on-going development plan 
Responds positively to criticism and learns from its ability to work productively under high pressure maintaining balanced emotions and a positive outlook.

Also contains PowerPoint Slides x 11, full set of Trainers notes’, Delegate workbook 11 pages.

Half-day event.

Written by Caroline Hinkes Easy Training Manuals

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