If you have ever faced difficult customer situation in the past, or are likely to in the near future, either face to face or on the telephone, you will find this course of benefit. The course content will provide you the skills to react calmly and positively with difficult customers by understanding the causes of difficult behaviours and techniques to diffuse them. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering into conflict or arguments.
If you are responsible for writing or disseminating reports to both internal and external customers, this course will enhance your proficiency and facilitate their understanding. It is also valuable for anyone who writes to influence or persuade and for those who need to write concisely. You will be given all of the tools to write an appropriate style for business reporting. You will also learn techniques and structures to write convincingly and credibly. The skills that you will acquire throughout the course will be both theoretical and practical tools that will help you evaluate and develop your skills.
This one day interactive course is ideal for Supervisors, Team leader, Managers or anyone who finds it difficult to obtain positive outcomes from everyday conflict situations. The course will enable delegates to provide a structured approach for managing, resolving and where appropriate preventing conflict. Throughout the day you will learn and practice techniques for managing and resolving conflict in a number of ways which will assist you in promoting change and collaboration, indentifying and dealing with casual behaviours and some knowledge of mediation techniques