Aims & Objectives

Our Dealing with Difficult Customers course teaches you the skills and confidence to deal with difficult or challenging situations at work.

You’ll work on developing the skills and confidence to handle with the challenging or difficult situations you may face.

This workshop will give you a new perspective on the confrontations you face in daily life and you’ll leave equipped with techniques to help you avoid getting into conflict. You’ll understand your own response and know how to find practical ways to move forwards.

Please note this is the standard course outline. For in-house training we can tailor the content to your organisation’s needs.

What will I learn?

Understanding your own response

  • Understand the cycle of conflict.
  • Identify your own communication style and learn how to avoid conflict when dealing with different communication styles.
  • Become aware of your own default reaction to difficult situations. Learn how to manage your reactions to achieve a positive outcome.

Diffusing difficult situations

  • Learn how to deal with difficult behaviour using the LEAPS model.
  • Understand how active listening and empathy will help to diffuse a difficult situation.

Managing our responses to events

  • Learn about Patterns of Pentimento and understand the power of non-verbal communication. Learn how to switch from credible to approachable to help diffuse difficult situations.
  • Recognise positive and negative behaviour indicators and understand the behaviours that are required to manage a range of situations.

Practical techniques

  • Understand how to deliver a professional customer experience through language and achieve a win / win outcome through the spoken word.
  • Learn techniques for expressing yourself assertively in difficult situations.

How We Deliver

We currently deliver all training online to comply with the Government's guidelines.

Online training works well for businesses whose staff are mainly working from home.

It allows us to train all of your staff with the same training needs at the same time. Your people simply log on from home, using details provided in advance by our team.

Choose from Watch and Learn sessions for larger groups or interactive hands on sessions for smaller groups.

When permitted we also offer face to face training at your offices.

All sessions can be customised to a half day or 90 minute sprint session and tailored to fit your needs, covering the topic(s) within a course that are most important to your business.

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