Notre offre > Formations > Facilitate difficult customer relationships
Durée
2 days
Public
everyone concerned by customer services
Objectif
Programme
Developing an Understanding of Behaviour
- Understand why people behave the way they do
- Emotional impact of behaviours – yours and theirs
- Encouraging others to change non-productive work behaviour styles
Forging Positive Working Relationships
- Adopting a positive approach to your relationships with others
- Creating an open and honest working environment through constructive feedback
Managing Difficult People
- Recognise negative and aggressive behaviour patterns
- Understand and manage the situation rather than the person
- Identifying and dealing with the underlying causes of difficult behaviour
Adopting a Confident, Professional and Appropriate Style
- Managing feedback on the impact of personal communication
- Recommendations to build a confident and professional approach
- A toolkit to be combined and adapted to suit your individual situation
Planning Your Personal Strategy
- Develop a personal application plan
Méthodes pédagogiques
You will learn how to understand other people’s behaviour and how to respond appropriately. You will gain practical guidance to apply to your own situations and you will leave the course with a set of handy reference cards to remind you of key skills and techniques learned during the course in your day-to-day activities.
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Durée
2 days
Public
everyone concerned by customer services
Objectif