• Skillnet: Dealing with Difficult Conversations (March 26th, 2020)

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    Name: Skillnet: Dealing with Difficult Conversations (March 26th, 2020)
    Date: March 26, 2020
    Time: 9:30 AM - 5:00 PM GMT
    Registration: Register Now
    Event Description:
    COURSE OVERVIEW
    Our 1 day workshop has been designed to address the need for managing difficult people and behaviour in the workplace for all staff. The course will give learners the skills needed to understand challenging customer (internal and external) behaviours and deal with them effectively. They will appreciate the reasons that drive customer behaviours and develop an issue focused mindset to deal with difficult situations.

    LEARNING OUTCOMES

    By the end of the course each learner will:
    Have a step-by-step approach to handling difficult situations with confidence Be able to negotiate with customers to offer solutions that suit
    Be able to remain calm and confident during difficult customer conversations Understand how to cope with anger, fear and stress and the effect this has on themselves and others
    Have a refined toolkit of techniques to avoid aggressive situations at work Have techniques to help prevent incidents from escalating
    Location:
    Clayton Hotel at Dublin Airport
    Contact Information:
    skillnet@fingaldublinchamber.ie
    Fees/Admission:
    Members €120
    Non Members - €150
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