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COURSE AIMS

Occasionally a customer’s behaviour may fall short of normal standards. No one likes being stuck in traffic, or working for a boss who does not appreciate you, or doing additional work with no ‘Thank you’.

Keep in mind that 99 times out of 100 you are not the object of their anger. There may be other reasons, nothing to do with you.

Learn how your verbal and non-verbal communication styles tend to calm or escalate a situation. Acquire key skills and confidence to proactively manage the negative behaviour of difficult customers.

WHO WILL BENEFIT FROM THE COURSE?

Customer facing professionals who would like to raise their understanding on the background to conflict and the mindset of difficult customers.

WHAT WILL YOU GAIN FROM THIS COURSE?
  • Understand the contributing factors which can lead to customers being difficult, angry or aggressive
  • Know the workplace factors which affect your ability to deal with these customers
  • Explore ways to identify and avoid communication mistakes
  • Use techniques to re-focus irrational conflict behaviour
  • Differentiate between confidence, assertiveness and aggression
  • Use a range of responses to deal with those behaviours
  • Learn how to become confident in your own abilities and what you say
  • Listen, appreciate and understand the behaviour of others
  • Know how to manage your initial reaction to customers
  • Explain how conflict escalates
  • Respond to conflict in ways which will prevent the conflict escalating
  • Use collaborative communication techniques to defuse the conflict and create a positive outcome
  • Learn how to calm aggressive people down and ‘turn them around’
  • Knowing how to deal with:
    • Conflict with Customers
    • Conflict within Teams
    • Conflict between Individuals
    • Inner conflict
    • Conflict in organisations: between teams and between managers and their people
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The Company

SELECT was established by its Managing Director Natalie Brown in 2006 in the Emirate of Abu Dhabi to offer expertise in the fields of Management Training and Human Resource Consultancy to Corporate and Government sectors in Abu Dhabi. Natalie’s commitment to her organisation, and her dedication to aligning to the demands and criteria defined by the market have yielded tangible and successful results in its active years of operation.

Our Approach

SELECT draws from principles of eastern philosophy throughout the design, development and execution of professional training curriculums and Management and Human Resource consultancy. The execution of meticulously engineered experiences are motivated by the objective of influencing perceptions in key topics through deliberate creases of knowledge, that reinforce structure for that realm of knowledge within each individual.

Presence

SELECT’s allegiance with the professional domain has proven successful, driven by a team of dedicated skill sets and competencies that suit the organic growth and development of a nation and a region. When it comes to Human Capital Development we make it is less about choosing between two or more possibilities and only about choosing the best; don’t make a choice, make a SELECTion. ...

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