Handling Difficult Situations

Handling difficult situations is not about changing others. You can’t. That’s up to them. The only person you can change is you, and the way you engage with people and situations that challenge you. It’s about clarity, presence and ‘Response-Ability’.

Dealing with angry or upset customers can be challenging. However there is a range of helpful skills and techniques that will improve and defuse most situations. When these skills are used with integrity, it enhances opportunity for both parties to find resolution

Topics include - 
Identify a range of needs that angry or upset people may have 
Explore and Practice key skills to use when dealing with difficult situations. 
• the art of listening 
• rapport building 
• applying empathy 
• assertively guiding towards resolution
• …… and what to avoid!!

Presenter: Pam Harding 
Professional Facilitator/Trainer

Small businesses may qualify for vouchers to help pay for services such as training workshops, courses and coaching that build the management capabilities of their owners, operators and key managers. Enquire now.

Thursday, 8th July, 2021
1:00 p.m. to 4:00 p.m.
South Canterbury Chamber of Commerce, 25 Canon Street, Timaru Central, Timaru, 7910
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Need Assistance? Please email janet@scchamber.org.nz or call 03 555 5091 for further information or help booking courses.

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