Difficult customers and situations at work will always arise. Learning how to manage stress and handle complicated circumstances is a valuable and necessary skill. This workshop is designed to teach participants all about the art of dealing with difficult customers and scenarios while at work. They will learn how to manage conversations, empathize with clients, identify triggers, negotiate and most importantly protect themselves physically, emotionally and mentally on the job.
This program is designed to teach those who wish to remain calm and in control when dealing with difficult clients and challenging situations with an aim to avoid escalation and meet mutual consensus.
This program is designed to teach participants how to:
- Build a rapport with your clients
- Properly respond to trigger points
- Take charge of a conversation
- Negotiate with your client to reach consensus
- Feel safe in a hostile environment
Module 1) Understanding Angry and Hostile Behaviour
Module 2) Reacting with Diplomacy
Module 3) Managing the Conversation
Module 4) Mastering the Art of Communication
Module 5) Different Personalities
Module 6) Protecting Yourself