Difficult Customers

Level:
Total time:
http://www.perpetual-solutions.com/tr...
Provider score: 10
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Overview

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Schedule:
Daytime
Run time:
1 Day
Location type:
Open

price, completion, maximum participants, and starting dateplaces are unknown for this course.

Course Description:

No organisation or person is perfect. Handling difficult situations effectively is now a key skill. Your participants will learn the key skills.

Delegates Will Learn:

- Your participants will learn how difficult situations can be valuable.

- Participants will learn an easy-to-use effective manner of dealing with difficult situation

- Your participants will learn how to be effective in their 'follow-up.'

- Questions are a key part of dealing with difficult situations, as well as other situations they will meet. Participants will learn how to ask effective questions.

- Listening is not silence but a skill that accompanies questioning.

This course includes the following modules:

SEQU…

Read the complete description

Description

Course Description:

No organisation or person is perfect. Handling difficult situations effectively is now a key skill. Your participants will learn the key skills.

Delegates Will Learn:

- Your participants will learn how difficult situations can be valuable.

- Participants will learn an easy-to-use effective manner of dealing with difficult situation

- Your participants will learn how to be effective in their 'follow-up.'

- Questions are a key part of dealing with difficult situations, as well as other situations they will meet. Participants will learn how to ask effective questions.

- Listening is not silence but a skill that accompanies questioning.

This course includes the following modules:

SEQUENCE FOR HANDLING DIFFICULT SITUATIONS

  • The first part of a call/meeting
  • How to show concern without necessarily admitting liability
  • How to ascertain the key facts
  • Obtaining real agreement
  • How to avoid the 'fait accompli' or resentment
  • Role-Play, Discussion

THE FOLLOW-UP

  • Key elements in following-up any difficult situation
  • Ownership of problems
  • Internal communication
  • Role-Play, Discussion

QUESTIONING STRUCTURE

  • The structure of a question
  • The role and value of questions in difficult situations
  • How to avoid the pitfall of a poor question aggravating a situation
  • Questioning style
  • Exercises, Role-Play, Discussion

LISTENING SKILLS

  • Barriers to effective listening
  • The difference between a good and bad listener
  • Stages of listening
  • Using active listening to steer a conversation
  • Exercise, Role-Play, Discussion
  • SUMMARY, ROUND-TABLE, PERSONAL ACTION PLAN

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