Dealing with Difficult Customers

Overview

The course raises participants’ understanding of the background to conflict, and the contribution they can make to either calming or escalating the confrontation.  During the training day participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating conflict.

This course will enable you to

As a result of attending this course, delegates will be able to:-

• Recognise the triggers for, and causes of, conflict, and how conflict can impact on performance and wellbeing.
• Identify how conflict can escalate, the benefits of resolving an issue at an early stage, and how these opportunities are often missed.
• Recognise the different styles used in approaching conflict, and acknowledge how easy it is to manage once we appreciate personal style differences.
• Deliver tough messages, and recognise how we should go about handling difficult conversations to ensure relationships remain intact.
• Identify skills and evaluate strategies used in conflict situations, and identify how emotions can be sensitively handled to gain successful resolution.

Session 1: The Challenges we Face

Participants take the opportunity to review their “real” life daily challenges in relation to conflict and managing difficult situations.  Plenary discussion and practical activities are utilised to assist participants in formulating solutions to these challenges.

Session 2: Background to Conflict

• Triggers to aggressive behaviour.
• Understanding individuals’ needs when they are angry.
• Stages of conflict escalation.

Session 3: Recognising Rising Anger

• Reading signs and symptoms of aggression.
• Managing conflict “flashpoints”.

Session 4: Responding to Conflict

• Understanding our natural response to conflict.
• Understanding the impact of “red rag” words and phrases.
• Managing our body language during conflict.
• Staying calm and managing our own responses.

Session 5: Managing Conflict

• Structuring and controlling the conversation.
• Listening and calming the situation and managing expectations.
• Acknowledging difficulties and individual emotions.
• Managing unpredictability (drugs, alcohol, mental illness, etc.).
• Saying “No” effectively.
• Handling abusive behaviour.
• Solving the problem.

Session 6: Telephone Interaction

Managing communication in non face-to-face situations and recognising what can get “lost in translation”.

Session 7: Summary and Action Session

A summary of the day and delegates commit to the actions they can take going forwards.

Who is the Course aimed at

All employees who have to face angry, aggressive or demanding customers, whilst learning to manage difficult external relationships.