Tempering the Tension: Strategies for Dealing with Challenging Clients

Duration: One Day

Designed for: Front Line to Management Level

COURSE DESCRIPTION:
Wouldn't it be great if all our clients and colleagues were pleasant, helpful, and wonderful to deal with? That would be great! Dream on...

The reality is, sometimes we have to deal with clients or colleagues who are unreasonable, maybe even hostile or who may simply drive us up a wall. How can we satisfy the business goals, maintain mutual respect and not lose our cool?
It can be done. It's not about giving in or thinking that you're being taken advantage of and it's not a mystery either. There are practical and rational ways to resolve the challenges and differences when dealing with others. It's about:

• recognizing what's happening (people want to be heard and understood)
• separating the emotion from the issue (don't take it personally)
• and move on to resolving (aim for win-win with a personalized approach)
  

This course is designed to provide you with techniques to improve your working relationship with both internal customers and external clients. We will work through and practice the six step process to dealing with challenging people that are exhibiting difficult behaviours. Learning how to Temper the Tension will accomplish two things:

1. Enhanced client satisfaction
2. Provide you with techniques to better cope with some of the unpleasant work encounters that you may experience and the choices you need to make.
   

In this session, you will have the opportunity to discover the personal and professional benefits of learning to deal with challenging people face to face or over the phone.

COURSE CONTENT:
You will . . .

• Understand and learn how to deal with negative filters
• Discover what (upset) people REALLY want and what drives their needs
• Learn that - Yes you can say “No”—by using the right words
• Work through the Six Step Process –
  • Understanding styles vs. emotional states
  • Your role and your triggers
  • Identify the issue and look at the evidence
  • Listen and use well-considered communication
  • Defuse with caring responses and responsible assertiveness
  • Resolve
    
• Discover and plan personal improvement opportunities