Description

Sometimes workers feel like every customer they are interacting with is having a bad day. Sometimes, the feeling becomes a routine and staff members think they are constantly meeting individuals who seem to be selfish, stubborn, incorrigible, unhappy, too passive or too aggressive. And sometimes, employees can also be equally obstinate themselves. Even though the easiest solution for employees might be to seclude themselves to avoid interacting with people; eventually they will have to answer the phone, respond to a message or come out to the counter and have face to face contact with customers. Overcoming these problems is possible when we understand how people behave, as well as, how we can influence others; and therefore, we can gain the skills and confidence to deal with challenging personality types.

In this course, participants learn how to keep their composure to avoid the escalation of problems when interacting with unreasonable people. Positive customer problem resolution has a direct impact on a business’s bottom line.

PROGRAM OBJECTIVES

• Upon completion of this course, participants will have a sound understanding about:
• How the conscious and subconscious mind shape behaviour
• Psychological factors behind different personality types (What makes a “difficult” person)
• Identification of personal attitudes and actions that might impact others
• Effective procedures and techniques for dealing with difficult people
• Methods for managing and dealing with anger
• Strategies for dealing with challenging situations
• Personality triggers (Which people will you perceive as more difficult than others)
• Managing emotions in the workplace to avoid unintentional escalation of problems

LEARNING OUTCOMES:

• By the end of this course, participants should be able to:
• Apply principles of conflict resolution to remain calm and stress-free in tense situations
• Decide whether or not to become involved in a situation
• Communicate effectively to handle difficult people
• Determine when you can be soft on the person and firm on the issue
• Use assertiveness to address difficult behaviours
• Use effective procedures and techniques to manage complaints and aggression in a positively fashion
• Build permanent behaviour modifications to avoid unnecessary confrontation
• Solve customer problems in an efficient manner