This course aims to increase the skills and knowledge of those individuals who deal with demanding people on email, telephone and face to face – ideal for those who wish to refresh their skills or those who are new to dealing with demanding people. Demanding people can be your customers and those who you support in your business.
Timings: 9 am to 4.30 pm. London timings may vary to 9.30 am to 5 pm.
Our small group training courses allow for plenty of time to review specific examples in your business.
We also offer the option of virtual training/coaching.
Booking confirmations: We will email you to confirm receipt of your booking within five working days. A confirmation invoice will be issued to either request payment by either BACS or confirmation of payment if you have made a card payment already through our Stripe Account. This will be issued within five working days. Also detailed joining instructions are normally released by email at least seven working days prior to the date of the course.
We look forward to receiving your booking and welcoming you onto the course.
- Greater understanding of what is a demanding person
- Appreciate why people become difficult
- Importance of maintaining control
- Gain more confidence in using techniques and tools that allow you to repeat information, use effective questioning and active listening skills
- Having greater confidence and to be more “Assertive”
- To be able to apply behaviour influencing skills
- Appreciate the importance of assertive tone and body language
- Be more skilled in calming down angry people whilst making your point without being aggressive
- Ensuring you are meeting your individual expectations and bringing any requirements/issues to a resolution where possible
It’s been brilliant and showed me in depth of how I can develop myself
Course facilitated some important team discussions that were very useful
I thoroughly enjoyed the personalised approach to dealing with our day to day interactions
Thank you for handling our experiences with such sincerity and giving useful advice. Your training has opened other members of the team upto understanding the challenges of being in a customer facing role.
Love Mike! Very helpful, approachable and informative. Also very knowledgeable and great at listening to our problems – Thank you!
Thank you, really useful and helpful – major subject areas to be covered one – Well done!
Excellent course in helping me to be more professional and assertive with our clients
Very good and effective trainer
Providing more ways to help resolve issues with our customers and enable me to be more confident on the telephone in these cases
Learned a number of useful phrases to actively manage callers and achieve a better outcome
I found the course very helpful and hope to put the comments and suggestions into practice
Great course – not intense at all. We all had our views and comments – Many thanks
I have greater confidence and understanding when dealing with difficult conversations on a day to day basis on the phone
In-House, Virtual Training & Coaching
Preferential rates and choice of dates when we come to your place/deliver virtually!
Training Locations and Scheduled Dates:
£575.00 + VAT
INCLUDES: Expert trainer, training materials, certificate, lunch and refreshments