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Difficult Customers & Challenges
‘Dealing With Angry People In Australia’ Training Course
If you’ve faced an angry group, then you’ll know the importance of this training. The biggest problem with an angry group is that the anger is constant and random. It’s even more unsettling than dealing with an angry individual. This course gives you strategies to keep you safe and quell the group’s anger. So, if […]
Behavioural Adjustment Techniques In Intense Situations Training
How well can you adapt your behaviours in intense situations? Ask yourself the following: I know how to eliminate stress. I control how my mind and body responds to difficult moments. I am aware of the things that cause tension. I know how to deal with angry people. I can easily identify possible exits in […]
Burying the Hatchet Training Course
The key to “burying the hatchet” is being able to understand difficult issues and have a toolbox of conflict resolution techniques. Employees and management often find themselves in situations where they are forced to work and communicate with people but are unable to make a connection with them. Occasionally negative reactions to others can be […]
Complaint Handling Skills Training Course
How effectively does your team manage customer complaints? When dealt with properly, complaints can turn unsatisfied customers into loyal customers and/or devoted supporters. Developing the ability to do so has a huge impact on your organisation’s reputation and success. Tailored complaint handling inhouse courses are omnipotent. By providing your team with the necessary techniques, any […]
Dealing with Aggressive People Training Course
Our skilled experts discuss the characteristics of aggressive people and the initial micro-aggression tactics these people tend to use. Maybe they are badgering you? They want “aggro” and if that happens, you’re likely to lose. You don’t want aggression. Aggressive people don’t have a pattern of aggression. Sometimes they are opportunistic and will wait till […]
Dealing With Angry Creditors Training Course
When your suppliers are selling goods and services, then they are usually happy. However, when the economy wobbles, your creditors can turn ugly and make their problems very personal. It is like a Jekyll and Hyde relationship. Creditors can forget your total value, and this is your opportunity to remind them. ‘Dealing with Angry Creditors’ […]
Dealing with Challenging Situations Training Course
This ‘Dealing with Challenging Situations’ program is designed to assist participants to cope effectively with situations which could be classified as ‘challenging’. Through an experiential learning process, participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self-awareness, assertiveness and delighting […]
Dealing with Difficult Clients Training Course
Clients often get angry and difficult when they perceive a service failure. The unfortunate thing is that the service failure does not even need to be real. If your client thinks it’s real, then it’s real. Fortunately, there are plenty of opportunities with difficult clients if you manage them instead of reacting to them. The […]
Dealing with Difficult Internal and External Customers Training Course
Everyone is a customer. Maybe you have a recurring issue with an internal customer. You just can’t see eye to eye. Even a minor dispute flares up because of your relationship. Or maybe it’s your biggest external customer who is always being difficult, yet people turn a blind eye. So, what do you do? Are […]
Dealing with Difficult Parents Training Course
Of course, parents have a right to air their views. But they don’t have a right to menace and cause unpleasantness to staff. Participants will also discover techniques to diffuse a situation quickly before it escalates. Make sure you prevent parents from phoning teachers as it’s a growing school harassment workplace hazard too. Because of […]
Dealing with Difficult Patients & Carers Training Course
The key to dealing with difficult patients and carers is to focus on the immediate behaviour. Then defuse the situation as quickly as possible and remain safe. ‘Dealing with Difficult Patients and Carers’ In-House Program FAQs For maximum effectiveness, this course is best conducted as an in-house program. Where can this course be held? For […]
Dealing With Difficult People Training Course
Sometimes difficult people enjoy being difficult. They enjoy being abusive. They gain immense satisfaction from trying to ruin your day. So, what can you do? How can you set boundaries for difficult people? How do you complete your work in the presence of difficult people? This course will give you the psychological tools to remain […]
Dealing with Emotional People Training Course
This in-house program is designed to assist participants to effectively deal with people facing difficult situations. Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self awareness, assertiveness and delighting in diversity. Participants will leave […]
Emotional Intelligence for Challenging Situations in LG Training Course
At a glance, your tailored ‘Emotional Intelligence for Challenging Situations in LG’ workshop covers: What is Emotional Intelligence: different models of analysis Core competencies: self-management; self-awareness; self-regulation; self-motivation and empathy Role of EI at work — social skills; making an impact; creating a powerful first impression; assessing a situation How to accurately perceive and interpret […]
Mad Bad Sad Tears Abuse and Threats
Participants will learn how to deflect anger rather than confront anger. Participants will learn how to deal with these behaviours in a manner that keeps any follow-up aggravation at bay and more importantly keeps your people safe. Other participants that have completed this course have reported their surprise at how this methodology has helped them […]
Occupational Violence & Aggression in Australia Training
As we know, violence can happen anywhere. Sometimes there are telltale signs that violence is about to occur, and sometimes spontaneous violence occurs almost at random. This course gives participants practical psychological tools and tips to use when a situation escalates. The last module includes strategies to use after a violent incident has occurred. The […]
