Assertiveness course

Dealing with Difficult People and Complaint Handling

Programme Overview

Being able to negotiate that tough conversation or turn round that difficult customer is an invaluable skill that is often lacking. Research shows that the most loyal customers are often those who have had a challenging situation or complaint dealt with well. This course is perfect for those who need to develop their people skills, assertiveness, and confidence, especially when faced with frustrated customers!

We will challenge traditional perceptions of ‘difficult people’, increase confidence in handling difficult situations and look at practical solutions to complaint situations. Not only will we improve our confidence and ability, we will examine our own role in these situations and learn how to create a loyal customer from a frustrated one!

 

Benefits of attending this workshop: 

  • Recognise the key elements of what makes a situation difficult.
  • Increase your understanding of the motivation of behaviour.
  • Develop your level of flexibility in handling difficult situations.
  • Become more strategic, insightful and professional when resolving difficult situations.
  • Increase your self-awareness and emotional control.
  • Increased confidence and assertiveness, especially when faced with challenging people.
  • Learn the different techniques to effectively handle complaint situations.
  • Understand the impact of our own behaviour and be able to prevent situations from happening in the first place.

Course Dates

Turning Factor Zoom Dates
04/08/2021, 11/08/2021 (Half Day)
Time: 09:00am - 12:30pm

£225 + VAT

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