This online program addresses the skills and knowledge required to effectively manage and direct difficult clients and situations. You will gain an understanding of the methods available in diffusing situations, creating a common ground for both you and the client and creating boundaries of what ‘acceptable’ levels of difficult clients mean. This online program will also develop your understanding of Emotional Intelligence and how it is applied in every aspect of your life – not only on the job. This program is ideal for anyone who deals with difficult clients in various challenging situations and wishes to remain in control. The program will lay out strategies for turning negative situations into opportunities for building lifelong relationships.
In order to achieve your overall certificate of completion, you must pass all assessments within the course.
Estimated program length: 8 Hour(s).
Module 1) Handling Difficult Customers
Module 2) Diffusing Tense Situations
Module 3) Dealing with Hostile Clients
Module 4) Understanding Needs and Conflict
Module 5) Dealing with Impasse: Creating Common Ground
Module 6) Client Service Processes
Module 7) Emotional Intelligence for Personal Leadership