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
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