| Short Description |
By learning skills to manage conflict, you can approach disagreements with confidence that keeps your personal and professional relationships strong. |
| Duration |
1 Day |
| Who Should Attend |
Anyone who is in a position where they regularly find themselves presented with customers or colleagues that are difficult to deal with. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
- Conflict as Communication.
- Trigger behaviours.
- Benefits of confrontation.
- Managing anger, and dealing with other peoples anger.
- Causes of difficult behaviour
- Conflict resolution model (the 4 D’s).
- De-stress options to use when things get ugly.
- Personal action plan.
|
| Learning Outcomes |
- Recognise how attitudes and actions affect others.
- Find new and effective techniques for dealing with difficult customers.
- Learn techniques and strategies for managing and dealing with anger.
- Develop coping strategies for dealing with difficult customers and turning
difficult situations into win/win situations.
|
| Certification |
Following successful completion of the KiwiHost Dealing with Difficult Customers workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a workbook for future reference. |
| Presentation Method |
Facilitator-led with highly interactive material, including exercises, role-plays and discussion. |