Dealing assertively with difficult situations
“First learn the meaning of what you say, and then speak” – Epictetus

Overview
This course provides a practical guide on how to handle difficult people and situations effectively. During the session understanding diverse behaviours will play a central part of the course. Knowing how to react when faced with difficult, uncooperative or aggressive people in a professional and calm way. Being able to listen and respond to a complaint or a negative without losing confidence. You own experiences will be drawn on to enhance skills covered over the course.

Objectives 
• Identify what causes customers to be demanding or difficult.
• Develop an enhanced understanding of behavioural styles.
• Communicate with confidence and assurance.
• Gather information, even in a tense situation, in order to deal with the real problem.
• Defuse customer anger and build rapport.
• Provide positive responses even when you can't say yes.

Contents
Communication that works
Build rapport.
Accept customer feedback.
Gather relevant information.
Check understanding.

Developing a better understanding of behaviour
Recognise the characteristics of different behavioural styles.
Realise when your behaviour changes and why.
Find your usual behavioural style.
Find the right behaviour for handling situations.

Remaining calm under pressure
Handle the customer's emotion.
Manage your own responses.
Defuse a difficult situation.
Make sure the complaint does not escalate.

Taking responsibility for the successful outcome
Handle demanding customers.
Gain the customer's confidence - leading to a joint solution.
Rebuild the customer relationship.

Duration:  2 day  (2 days do not have to be taken consecutively)
Suggested maximum number of participants: 12

Who should attend?
Anyone who feels they need a confidence boost when dealing with others. The course has been designed with the customer as the subject, but can be adapted to any situation