Course description
This course is designed to help delegates reduce resistance and potential conflict either in person or when they are talking to people on the telephone. Delegates will learn how they can use these situations to their advantage to develop their relationship with a customer and control situations to achieve a positive outcome.
Upcoming start dates
Suitability - Who should attend?
This course will be of value to managers, supervisors, customer service staff, front line and call centre staff.
Outcome / Qualification etc.
By the end of this course delegates will have the skills to:
- Recognise the different personality types
- Understand what causes difficult behaviour
- Avoid getting into an argument
- Recognise what not to do or say either in person or on the phone
- Defuse difficult situations
Training Course Content
- What causes difficult behaviour
- Resilience and learning not to take things personally
- The different personality types
- Different types of behaviour
- Means of dealing with difficult people
- Verbal v non-verbal behaviour
- Handling and defusing aggression
- Setting up the Conversation
- Go / No-go Questions – Outcome?
- The 3 W’s Approach
- Deal with the whole person
- Transactional Analysis and effective communication – How behaviour and personality influence the way people communicate.
- Developing assertiveness to achieve a win-win situation
- Deliverables v Expectations
- Balancing risk – Have the intervention? OR Don’t have the intervention?
Course delivery details
All our training programmes are delivered in a positive manner and in risk free environments. This course is designed to give delegates the opportunity to learn, practice and receive feedback on the skills and behaviours they want to develop.
Continuing Studies
- Assertiveness at Work
- Positive Influencing Skills
- Developing Confident Negotiation Skills
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Cosensa Learning and Development Training Courses
Cosensa Learning & Development offers training courses for professionals and organisations throughout the public, private and third sectors. All Cosensa trainers are highly qualified, with extensive experience in training and coaching. Cosensa's wide range of open courses are delivered throughout...