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Handling Difficult Customers Training Courses

Levels

Introduction

Explain how to use communication to deal with difficult people
Understand the impact of words and body language on others
Know how to read body language signs in others
Know how to use your own body language positively to diffuse aggressive situations
Know how to use language, words and tone to control difficult situations
Understand the key steps of handling difficult people
Complete your own action plan for use in the field More details..

Handling Difficult Customers Training Courses Introduction

This is a one day course that looks at methods of dealing with “awkward” people. It looks at communication, analyses delegates communication style, how to listen and keep calm, how to find out what the “problem” is how to be assertive and shows how to deal with aggressive people.

OBJECTIVES

At the end of the training, you should be able to:
• Explain how to use communication to deal with difficult people
• Understand the impact of words and body language on others
• Know how to read body language signs in others
• Know how to use your own body language positively to diffuse aggressive situations
• Know how to use language, words and tone to control difficult situations
• Understand the key steps of handling difficult people
• Complete your own action plan for use in the field

OVERVIEW

• What is a “difficult” person
• Types, styles and approaches
• How we communicate
• Language, words, tone
• Body language
• Using Transactional Analysis
• Solving problems
• Problem analysis
• Dealing with aggressive situations
• Diffusing difficult situations
• Some examples and activities
• Action plans

All of the above content will contain activities and practical examples with full interactivity throughout the course.

Handling Difficult Customers Training Courses Pre-course Questionaire

Please assess each statement and select 'YES' if it lists a process you understand, if in doubt select 'NO'.

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Handling Difficult Customers Training Courses Pre-course Questionaire

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Prices

One Company

£820.00

per day

At our Rotherham training suite
Up to 12 delegates
Lunch and refreshments provided
Option to tailor content

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On-site Training

£765.00

per day + travel costs

Training at your chosen location
Up to 12 delegates
Hands on exercises
Option to tailor content

Price Estimate

Scheduled Course

£215.00

per delegate, per day

At our Rotherham training suite
Equipped training room
Lunch and refreshments provided

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Price Estimate

AJ Training standard rate is £765.00 + VAT. *

This includes:

Up to 12 delegates
Hands on exercises
Option to tailor content

* Rate excludes travel expenses, for an approximate on site price please add your details below.

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All bookings will be invoiced and payment is due 10 Days before the course date.

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All bookings will be invoiced and payment is due 10 Days before the course date.

Following your booking you will receive an email confirming the details including course start times and location, we will attach a course overview, pre course questionaire, directions and an invoice.

Should you require assistance or wish to book multiple courses
please call 01709 352307 or email info@ajtraining.net and we will be happy to help.

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Although eLearning packages offer a great stand alone product we also offer anyone who attends a standard course the option of adding the complementing eLearning package for only £25.00.

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AJ Respond to all online bookings within 3 working hours, we will email you back to confirm prices, availability and content of the requested course.
Once confirmed we will forward joining instructions along with an invoice payable 10 days before the course date.

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