Responding to Behaviours that Challenge

Responding to Behaviours that Challenge - Course Details

Course intro:

This Dealing with Responsive Behaviour training course is a 1 Day public programme, designed to increase the overall effectiveness of the service to clients by handling difficult communication situations professionally & compassionately by focusing on customer Care.

Course Content:

You will learn to build trusting relationships with clients and communicate assertively while also bringing in compassion to our business and being able to handle difficult communication issues professionally.

SECTION 1

Communications – Verbal & Non Verbal
Receiving and Active Listening
Communication Styles & Assertiveness

SECTION 2

Feelings & Emotions
Anger & the Challenge
Other Emotions

SECTION 3

Conflict Management

SECTION 4

Customer Care & Retaining Clients

SECTION 5

Assertiveness Skills
Standing up for your rights in a way that you do not violate another persons’ rights
Passivity / Aggression / Behaving Assertively / Anger
Dealing with Person Anger
Dealing with Another’s Anger
Reponses to Conflict
Customer Service
Customer Complaints
Team Work
How the Break Works
Successful Outcomes
Rapport / Pacing