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 WHO
IS THE COURSE SUITABLE FOR :
All staff who have direct
contact with internal and/or external customers, or where their jobs dictate
they may be required to deal with difficult people or potentially conflicting
views and strongly held opinions.
AIMS AND
OBJECTIVES
By the end of the course
delegates will :
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Recognise where situations
may escalate into conflict at an early stage. |
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Understand more fully why
people react in the way they do to certain situations. |
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Understand how their own
approach can exacerbate or help the situation. |
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Understand better the
legal implications of their actions. |
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Understand the concept of
mirroring and be better equipped to calm situations |
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Recognise the effects of
such situations on themselves and others and understand the importance of
dealing with these effectively. |
CONTENT
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Customers (internal/external)
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Their expectations and the impact we have upon them |
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Why people wouldn’t choose to be “difficult” – reactive behaviour
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Managing
Conflict
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Voice patterns and calming language |
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Aggressive versus passive and counter-mirroring |
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How to deal with threatening situations
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First
Impressions Count
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Body Language |
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Perceptions |
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Opening lines
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Coping
behaviours
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Team and individual techniques to cope with the stress caused by
“difficult situations and people” |
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Review and personal objective setting |
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METHOD
OF DELIVERY
Short structured lectures
for input followed by case study work throughout the day. Self analysis,
where delegates will swap roles between themselves/customer and arbitrator.
A Video from Video Arts
will be shown which will provide tips and hints on how to deal with difficult
situations and customers.
At least one of the case
studies will be done “blind” by way of a real time role play carried out by
tutor(s) or an actor playing the customer.
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