Conflict Management Training
Some Clients'Dealing with Difficult Customers' conflict training courses at your venue throughout the UK
Duration:
This 'Dealing with Difficult Customers' conflict training course is run over a full day
Recommended for:
All employees who have to face angry or difficult customers or service users
Course Overview:
The course raises understanding of the background to conflict and the mindset of difficult customers. Participants learn how their own verbal and non-verbal communication styles tend to calm or escalate a situation. Participants also acquire key skills and confidence to pro-actively manage the negative behaviour of difficult customers.
Course Benefits:
By the end of the 'Dealing with Difficult Customers' conflict training course participants will be better able to:
- Identify the key components in all angry confrontations
- Recognise different stages of conflict escalation
- Understand how they respond to anger and conflict
- Maintain composure when handling angry customers
- Manage their verbal and non-verbal communication
- Demonstrate skills to manage customer behaviour
Course Content:
The 'Dealing with Difficult Customers' conflict training content is tailored to your organisation. Key content includes:
Background to conflict:
- Understanding how conflict is triggered
- Stages of conflict escalation
- The legal aspects of managing conflict
Recognising rising anger:
- Reading signs and symptoms of conflict
- Managing anger 'flashpoints'
Responding to conflict:
- Our natural response to conflict
- 'Red Rag' words and phrases
- Managing our own verbal and non-verbal behaviour
- Signalling non-aggression through body language
Managing difficult customers:
- Structuring and controlling the conversation
- Listening and calming the situation
- Acknowledging difficulties and customer emotions
- Managing unpredictability (drugs, alcohol, mental illness, etc.)
- Saying ‘No’ effectively
- Giving the customer a ‘win’
- Handling abusive behaviour
- Solving the problem
If you would like more information about this 'Dealing with difficult customers' conflict management training course or would like to discuss how this course can be tailored to your needs, please contact us by calling 0845 6585678 or using the enquiry form on the contact page.
