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Next Course: To Be Confirmed
Course Duration: One-Day
Venue: Bewley's Hotel, Ballsbridge Dublin 4
Fees: €420.00
Inhouse: This course can be customised for in-house training
Client Comment: "European Consumer Centre staff learnt a lot from this course. It was practical, thought provoking and thoroughly enjoyable. We have put some of the suggestions made into practice and are discovering the positive effects that using various communication skills can create when dealing with customers. We would highly recommend this course to others working with the public". Tina Leonard , Manager, European Consumer Centre
Course Benefits - On completion of this course you will:
- Be able to define difficult and aggressive behaviour
- Understand the phases and triggers of an incident
- Look at tactics for defusing difficult situations
- Learn to deal with difficult and aggressive customers
- Learn skills for responding to difficult and aggressive behaviour
- Learn how to respond after the incident
Who Should Attend?
- Anyone whose job role includes communication
- Anyone changing roles where communication is one of the core skills used
- Anyone whose role could possibly include areas of conflict or difficulty
- Anyone who wishes to feel more confident about his or her ability to communicate and influence others
Part One -
Define Difficult and Aggressive Behaviour
- Working definitions defined
- Personal experiences discussed
- Feelings experienced acknowledged
- Looking to the future
Part Two -
Phases of an Incident
- Looking for the cause and the solution
- Listening and Questioning Skills
- Focus on your Sphere of Influence!
- Winning customer confidence by being assertive
Part Three -
Tactics for Defusing
- Skills needed
- Principles for action
- Practice session with case studies
- Role-play with actual scenarios
Part Four - Dealing with Difficult and Aggressive Behaviour
- Assertive responses
- Signalling non-aggression
- Negotiating skills
- Challenging skills
- Role-play with actual scenarios
Part Five -
After the Incident
- Emotions discussed and acknowledged
- Dealing with stress in the work-place
- Assisting colleagues
- Personal development plan
View Our Client List
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