• Overview
  • Objectives
  • Sample Course Content
  • Methodology

Overview

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’.

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.

Objectives

  • 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
  • Understand why conflict escalates and how to respond appropriately to prevent it from escalating
  • Analyse communication techniques to defuse the conflict and create a positive outcome
  • Learn how to calm aggressive people down and ‘turn them around’

Course content

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Day One

Understanding different personalities
  • What is your personal style?
  • Self-assessment
  • Recognising other’s styles
  • Communicating with others styles
Understanding customer needs
  • Effective listening
  • Questioning and probing techniques
  • Summarising the conversation
Knowing your boundaries
  • Confidentiality and discretion
  • Resources available
  • Knowing when to escalate a problem
Projecting a professional and competent image
  • Effective communication in all situations
  • Verbal and non-verbal communication

Day Two

Assertiveness
  • What is assertiveness?
  • Being assertive with an aggressive customer
  • Learning how to say ‘no’ assertively
  • Negotiating a ‘win-win’ situation
Dealing with different situations
  • Dealing with sudden changes in behaviour
  • Dealing with threats, sarcasm, blaming and manipulation
  • Focusing on the issue and not the situation
  • Identifying when to bring in a third party
Presenting a solution
  • Knowing how to present a solution
  • Giving the customer the power to resolve things
  • Identifying what will make the customer happy
Take action and follow-up
  • Agreeing on a solution
  • Taking immediate action
  • Giving the customer the feeling of control
  • Going above and beyond your customer’s expectations

Methodology Of Training

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations
  • Assessments

Overview

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’.

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.

Objectives

  • 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
  • Understand why conflict escalates and how to respond appropriately to prevent it from escalating
  • Analyse communication techniques to defuse the conflict and create a positive outcome
  • Learn how to calm aggressive people down and ‘turn them around’

Course Content

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Day One
Understanding different personalities
  • What is your personal style?
  • Self-assessment
  • Recognising other's styles
  • Communicating with others styles
Understanding customer needs
  • Effective listening
  • Questioning and probing techniques
  • Summarising the conversation
Knowing your boundaries
  • Confidentiality and discretion
  • Resources available
  • Knowing when to escalate a problem
Projecting a professional and competent image
  • Effective communication in all situations
  • Verbal and non-verbal communication
Day Two
Assertiveness
  • What is assertiveness?
  • Being assertive with an aggressive customer
  • Learning how to say 'no' assertively
  • Negotiating a 'win-win' situation
Dealing with different situations
  • Dealing with sudden changes in behaviour
  • Dealing with threats, sarcasm, blaming and manipulation
  • Focusing on the issue and not the situation
  • Identifying when to bring in a third party
Presenting a solution
  • Knowing how to present a solution
  • Giving the customer the power to resolve things
  • Identifying what will make the customer happy
Take action and follow-up
  • Agreeing on a solution
  • Taking immediate action
  • Giving the customer the feeling of control
  • Going above and beyond your customer’s expectations

Methodology

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations
  • Assessments

UPCOMING EVENTS

Please complete our contact form below and a member of our team will get in touch with you.


    Our specialists will explain advantages of different activities, advise you on additional services, and offer an attractive price package.

      Select Training and Management Consultancy L.L.C. copyright 2020

       

      Setup Menus in Admin Panel

      en_USEnglish
      X