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Assertiveness Skills and Dealing with Difficult Customers – Training Workshop

Workshop Overview

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 workshop attendees will be able to;

  • 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.
  • Recognise 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.

Practical Solutions

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

Course Content

  • 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
  • Facilitated learning.
  • Live coaching sessions

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Communication Skills - Training Workshop

By the end of this workshop attendees will learn how to communicate positively in a range of settings including meetings, presentations and on a one to one basis. For more information Click here.

Assertiveness Skills and Dealing with Difficult Customers - Training Workshop

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. For more information Click here.

Assertiveness Skills Training Course - Non Managers

This training programme will introduce, or reinforce, current skills and develop a range of additional skills on how to increase your assertive behaviour and gain greater respect from your manager, peers and internal or external customers. For more information Click here.

Assertiveness Skills for Managers and Leaders - Training Workshop

This programme will introduce or reinforce current skills and develop a range of additional skills on how to increase your assertive behaviour, emotional intelligence and gain greater respect from your team members. For more information Click here.


Number of Attendees

We tend to work with a maximum of 12 attendees per Facilitator/Trainer, although this is flexible depending on the workshop. Some workshops with diagnostic tools allow us to have around 16 to 20 attendees.


Course Duration

Most of our workshops are 1 day courses, although they each vary depending on the degree of customisation. Workshops typically run from 09:15 to 16:45 which will include lunch and breaks.


Locations

We deliver our Workshops at your premises in the UK, throughout Europe and around the World in a number of languages as well as English. We just need access to a venue, which includes a projector and flip charts.


Interactive Learning

Our courses are designed to be enjoyable, interactive, experiential and stimulating to maximize on the learning opportunity. This means that everyone has a chance to contribute and get involved throughout.


Workshop Prices

Our prices are based on a day rate per facilitator plus expenses, which ordinarily works out more cost effective than sending your team externally on courses which will also incur individual expenses.


Attendees

This workshop is designed for those who need to develop their communication skills and covers a comprehensive agenda, with a wide range of practical exercises to help you communicate more effectively.

For more details on our range of Training Programmes, please contact us on 0203 507 0053 or fill in the form on this page and we will answer any of your questions regarding this course . We work throughout the UK and internationally and our team of trainers are able to talk through your exact training requirements to develop your staff, based on your overall organisational Requirements.

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