Assertiveness Skills and Dealing with Difficult Customers
Assertiveness skills are essential in developing
good communication skills, managing your time and reducing personal stress. They are also a key component for dealing
with difficult customers and challenging situations. This training programme will introduce or reinforce current skills and
develop a range of additional skills on how to increase your assertive behaviour with both internal and external customers.
This in turn will help attendees gain greater respect from their managers, peers and customers.
This training programme will also look at how to
develop a range of appropriate styles tailored to individual challenging situations, which can be encountered, especially
when dealing with customers. By the end of this training workshop attendees will identify their personal blockages preventing
assertive behaviour and develop the skills necessary to deal with challenging customers or difficult situations. This will
include learning how to build trust, credibility and rapport fast and effectively. The end result will be increased confidence
in handling conflict, criticism and other situations. The programme will be a mix of theory and practical exercises where
attendees will get the chance to practice dealing with situations assertively.
Assertiveness With Difficult Customers Workshop Objectives
By the end of this training workshop attendees will;
Identify the personal blockages preventing assertive behaviour.
Learn how to build trust, credibility and rapport fast and effectively.
Gain confidence in handling conflict, criticism and other challenging situations.
Develop the skills necessary to deal with challenging customers or difficult situations.
Learn how to handle difficult customers through assertive behaviour techniques.
Develop a broader range of communication techniques to use in a variety of settings, including
complaint handling.
Assertiveness With Difficult Customers Course Content
What is assertiveness? Assertive & aggressive behaviour. Submissive behaviour Softeners and
Irritators How assertive are you? Transactional analysis Personal blockages to assertiveness Managing time assertively Saying
no with confidence Communication styles Complaint handling Techniques Dealing with conflict Controlling the situation Angry
customers Conflict escalation Individual conflict styles The customers view Reducing and dealing with stress.
Transactional analysis. Practical exercises. Facilitated learning
For more details on our Assertiveness Training Programmes, contact us now. We work throughout the UK and internationally and our team of trainers are able to talk through your exact requirements
and the training required to develop your staff into assertive communicators.
