Language: EN SK

ASSERTIVE COMMUNICATION WITH DIFFICULT CLIENT, training

Company TOP CONSULT GROUP, s.r.o.
Date specification according to number of interested
Total time 16 hours
Time 09:00 - 17:00
Price without VAT 8 890 Sk / 295,09 € (materials (handouts and supporting materials for selfstudy), certificate, refreshments and lunch with the trainer, after training consultations with the trainer are included in the price.)
Price including 19% VAT 10 579 Sk / 351,16 €
Locality Panenská 7, 81499, Bratislava 1, Slovakia
Contact on the company Patrícia Hong
phone: 02/54431248
cellphone: 905325514
fax: 02/54431258
e-mail: tcg@tcg.sk
(Please, set www.education.sk as information resource )
Web www.tcg.sk
Goal of the activity

You will gain self-confidence in a conflict communication and will find your own most effective tools how to “disarm” client or business partner and gain the control over the difficult situation. The training will show you how to successfully manage difficult situation (when we are under pressure from business partners, clients or internal partners) and how to communicate constructively when the interests of the parties are at conflict or unclear. You will learn how to deal with difficult, irate, even aggressive customers and show them they are valued.

OBJECTIVES OF THE TRAINING: To understand the role of the customer service. representative when dealing with irate customers. To understand the needs and expectations of irate customers. To promote positive communication. To develop active listening skills. To develop assertive behavior – what are the rules and how to utilize them.
Target group Employees of telemarketing, customer service, businessmen and business managers
Content

Identify communication styles and adjust accordingly

  • Understand and identify different behavioral styles and adapt as necessary.
  • Identify Communication Gaps that Cause Conflict
  • Impacts of gender, culture & social values
  • Diagnosing difficult people and situations, and choosing the best way to manage each of them

Fast Track Problems into Solutions

  • Techniques of feedback and clarification
  • Apply techniques for dealing with difficult people

List tactics for dealing with difficult people

  • Develop strategies for handling hecklers, bullies, and other participants.
  • Profiling your conflict handling style
  • Difficult personalities and difficult situations: Dealings and challenges

Taking personal responsibility

  • Recognizing your role in creating successful communications
  • Identifying internal and external factors that impact your communications
  • Establishing message feedback
  • Communicating non-defensively

Identify their typical level of assertiveness.

  • Manage strong emotions in a conflict situation
  • Respond productively to challenging behavior patterns in others
  • Improve your relationships through a productive and powerful attitude
  • Gain confidence in your ability to handle challenging situations
  • Generate the results you want when dealing with other people
  • Defining assertive and non-assertive behavior

List the benefits of effectively dealing with difficult people.

  • Anticipate the causes of conflict and respond proactively

Demonstrate the use of open and closed questions.

Define why listening is important.

  • Demonstrate techniques for better listening to challenging speakers.

    Develop an action plan to improve their relationships with others.

  • Create productive outcomes and reach a final agreement

Listening for Improved Understanding

  • Tools for active listening
  • Asking clarifying questions
  • Confirming the message
  • Demonstrating respect, empathy and sensitivity

Diagnosing difficult people and situations, and choosing the best way to manage each of them

Understanding your own style—and changing the interactions that frustrate you most

Differentiating between “difficult” and “problem” people and situations

Conflict management

  • Defining Conflict
  • What is Conflict?
  • Positives and Negatives
  • Type of Conflict
  • Open vs. Hidden Conflict
  • The Stages of Conflict
  • Strategies for Dealing with Conflict
  • The Role of Communication in Conflict Resolution
  • Steps to Ironing Things Out
  • Facilitating Conflict
Age category Adults
Type of activity training
Form of activity daily
Category Management and development of the human resources - Communication
Management - Manager
Marketing and trade - successful re-seller and wholesale representative
Tutor Experienced trainer and psychologist with rich professional background

Detail of the company

Company TOP CONSULT GROUP, s.r.o.
Residence Panenská 7, 81499, Bratislava 1, Slovakia
Contact on the company Phone: +421 2 54431248
Fax: +421 2 54431258
E-mail: tcg@tcg.sk
(Please, set www.education.sk as information resource )
Web www.tcg.sk
Description of the activity

personálno-poradenská spoločnosť vyhľadávanie a výber pracovníkov, tréningové programy, jazykové kurzy, outdoor, firemné dni, koučing, personálne poradenstvo, personálny audit, tvorba motivačných a hodnotiacich systémov, analýza sociálneho systému organizácie
Consulting Advisory and consulting activities in the following areas are being offered: We are offering consultancy and tutorial activities in this countries and regions:
  • Czech Republic
  • Slovakia
    • Bratislavský
Refferences
(our top clients)
  • Accenture, s.r.o.
  • Austrian Airlines
  • Stredoslovenská energetika, a.s.
  • Plastic Omnium Auto Exteriors, s.r.o.
  • HORNEX, a.s.
  • Ness Slovensko, a.s.
  • Matador, a.s.
  • Nestlé Slovensko s.r.o.