“Vue, Dedicated to
Developing Brighter Futures”

Thursday 20th November 2008

Handling difficult customers and conflict

Description

The value of relationships has never been more important. Keeping people happy isn't always easy. However you feel, it is essential to remain positive and professional at all times. This programme focuses on effective communication managing difficult and demanding situations and complaints.

What will you learn?

By the end of the course, delegates will:

• Feel more confident about their abilities to deal with colleagues and customers
• Be able to recognise non-verbal signals.
• Learn techniques to project the right image, saying things professionally
• Learn skills to turn around complaints satisfactorily

Course content

Introduction

• What causes people to be demanding?
• Why are relationships important?
• Key impression points
• Benefits to you and your organisation of effective communication and turning around a difficult situation

The Do’s and Dont's

• Noticing non-verbal signals
• Effectively listening, gaining understanding, showing empathy and building rapport.  
• Pacifying an angry or nervous person
• Keeping your cool and not taking things personally
• Sorting out complaints
• The assertive approach to ‘win-win’ outcomes
• What not to say

Dealing with difficult people

• Face to face
• On the telephone
• Dealing with problems and complaints

Developing Skills

• How to develop your skills
• Development action planning

Dates for this course

• Wednesday 1st October 2008
• Monday 8th December 2008
• Thursday 26th February 2009
• Thursday 30th April 2009

 

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