Difficult Customers

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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…

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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

For online live training advice please visit our Learning Advice Centre on our website. Be sure to follow us on Twitter to receive special course offers, news and updates!

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