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
http://www.pamharding.co.nz/  

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
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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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