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

You may be eligible for 50% NZTE​ funding. Please enquire.

Date:
Thursday, 13th June, 2019
Time:
10:30 a.m. to 1:30 p.m.
Location:
South Canterbury Chamber of Commerce, 3 Sophia Street, Timaru Central, Timaru, 7910
Single Ticket (Member) incl GST:
$224.25
Single Ticket (Non-Member) incl GST:
$327.75
Event Details
  
Booking Details
  
Attendees
  
Payment/Invoice
   Confirmation

Step 1 of 5 - Event Details

Membership

Choose if you are booking as a member or non-member

First time here? If you’re a current Chamber member and this is your first time registering for an event on our new website, please click here and enter your email address to be sent your password.
Forgotten Password

Event

Total (incl GST)

Need Assistance? Please email janet@scchamber.org.nz or call 03 555 5091 for further information or help booking courses.

Cancellations and Refunds

1. Cancellations must be advised in writing or by telephone at least three full working days prior to the date of the course or event.
2. All cancellations and refunds will incur a $30.00 + GST administration fee to cover the costs.
3. If we do not receive a cancellation notice within three full working days prior to the course or event commencing, or if a participant fails to show on the day, full fees will be payable.
4. Requests to transfer to a later course can be made, subject to availability and approval. If participants are able to transfer to a later course the administration fee is waived. This request must be made at least three working days prior to the original course or event.
5. A replacement participant is welcome at any stage prior to the course or event commencing at no additional cost. Please provide us with the details as soon as possible.

Prices displayed are in NZ$.
Learn more about our Terms & Conditions and Privacy Policy

IN THIS SECTION