Skillnet: Postponed: Dealing with Difficult Conversations (March 26th, 2020)
** Rescheduled to 9th June 2020**
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.
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
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