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  Effectively Manage Difficult Customers  COURSE PROFILE  

Sometimes customers are angry about something that has, or hasn't happened.  One of the most important skills needed in these situations is to stay calm under pressure.  You need to know how to relax and not take things personally, even when the customer gets aggressive.

It is important to find out exactly what has happened to make the person angry or upset.  Sometimes they can be so upset that they don't even explain what the problem is.  You need to use appropriate strategies to handle both the anger and the situation that has caused it. And, most importantly, you need to know what to say, and what not to say to avoid escalation.

In this one-day program we will explore effective and professional ways of managing our own behaviour whilst effectively handling customers who are either upset, angry or abusive.
 
Who should attend
YOU … if you are a team leader or team member who wants to learn how to avoid escalations, diffuse negative situations, cope effectively with dissenting customers, and manage obstructive, difficult behaviour.
Program Content

  • What's the matter with people anyway?
  • Learn the #1 business skill
  • Recognise your behavioural style under pressure
  • Identify the customer's style
  • Six steps to manage upset, angry and abusive customers
  • What to say when you can't say "Yes"
  • How to keep your Cool under pressure
  • Respond, don't react
  • Leave a lasting positive impression
  • The impact of stress on your behaviour
  • Stress factors
  • De-Stress In 60 Seconds
  • Action planning

    And much more…
Program Delivery

    This is a one-day program designed to be highly interactive encouraging the participants to explore and share their challenges and experiences in a safe environment.  There will be skills development and brain storming sessions combined with self analysis activities.
Learning Format
This workshop is highly participative with the emphasis on ‘learning by doing' using real life examples, exercises, simulated experience and group discussions.
About Your Presenter
JAN BURNES is internationally known for her expertise in People Skills. Her energy, enthusiasm and humour, combined with her practical strategies, techniques and tips, make her a top-rated trainer, consultant and motivational speaker. As well as her MBA, she has hands-on, real-life experience as a business owner and manager. At one stage she had over 1,000 employees and learn't how to manage all types of difficult behaviour - including her own she says!

Jan receives rave reviews from her many clients, including CBA, Boeing Aerospace, McDonalds, Revlon, Sara Lee, Woolworths, Proctor & Gamble, Wyeth Australia, Macquarie Bank, JP Morgan Chase, Centrelink, ATO., Office of State Revenue, Ministerial & Parliamentary Services, Telstra, Amadeus, P & O., Apple Computers, 3M., AON Consulting, Swiss Re Health & Life, Royal & Sun Alliance, The Benevolent Society, The United Nations (Aus), Volunteering Australia, and Sydney Water.
ENQUIRE TODAY
To obtain more information on how you can have this training delivered to your people please contact us.
    © 2013 Walk at Jara