1 day course

CCSS Badge

Managing Difficult Clients and Situations

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

Interested in this Course?

Contact us at 905-477-5544 for details or complete the form below:

    I consent to receiving future updates regarding networking, events, savings, and information from CSPN.
Courses that may interest you

Join the CSPN Community

Get free access to the latest news, whitepapers, podcasts, and upcoming events directly in your inbox.

  • I consent to receiving future updates regarding networking, events, savings, and information from CSPN.