Course description
Dealing with Challenging People / Situations – Classroom or Live Virtual Classroom
Resolving conflict goes beyond just addressing the facts—it's important to acknowledge perspectives and emotions as well. Keep in mind: "The customer's perception is their reality."
Hamilton Mercer’s Service Methodologies™ equip individuals to stay calm, empathetic, and responsive during challenging interactions, enabling them to achieve positive outcomes.
Upcoming start dates
Suitability - Who should attend?
This course is suited for individuals at any experience level or seniority who face challenging interactions with external customers (clients / suppliers) and internal customers (colleagues / contractors) across various communication channels—whether face-to-face, by telephone, or in writing.
Outcome / Qualification etc.
Certification: CPD Accredited Course
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
Training Course Content
Learning Objectives
Upon completing this course learners will be able to:
- Develop self-awareness and resilience, and not feel personally attacked.
- Quickly establish the root cause of issues and the desired outcomes of customers.
- Demonstrate genuine empathy, to help defuse conflict, build trust, and identify appropriate solutions.
- Structure difficult conversations to keep them relevant and timely.
- Assert themselves appropriately, to confront unacceptable / manipulative behaviours.
Course Content
Module 1: De-escalation Techniques: Self-Awareness & Language Skills
Learning Outcomes
- Avoid unnecessary escalations when interacting with difficult people.
- Carefully select the correct levels of assertion during confrontational conversations.
- Improve patience, tolerance and empathy.
Service Methodologies
- Trigger Phrases That Cause Unnecessary Escalations
- Tactfully Highlighting People’s Mistakes™
Module 2: Genuine Empathy: Listen, Understand & Respond
Learning Outcomes
- Increase the likelihood of retaining information when people are venting.
- Defuse emotionally charged situations by responding with the correct level of empathy.
- Avoid selective listening or switching off during heated conversations.
Service Methodologies
- Empathetic Listening
- Empathetic Responding: S.I.F.T. Method™
Module 3: Delivering Bad News: Confidence, Structure & Credibility
Learning Outcomes
- Develop the confidence to deliver bad news across all communication channels.
- Increase the consistency and timeliness / efficiency of investigations.
- Reduce the likelihood of being challenged when delivering bad news.
Service Methodologies
- Credibly Delivering Bad News™
Module 4: Leading Conversations: Assertion, Timeliness & Boundary-Setting
Learning Outcomes
- Remain in control of conversations to keep them timely and productive.
- Identify ‘borderline inappropriate’ versus ‘blatantly inappropriate’ behaviours.
- Select the appropriate levels of assertion when responding to inappropriate behaviours.
Service Methodologies
- Reining-in Rambling / Overly Talkative People™
- Confronting Inappropriate Behaviours Assertively
Course delivery details
Classroom, Virtual Classroom, In Company, Blended
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 250,000 learners trained
Founded in 2007
Reviews
Average rating 4.9
Jon was great at explaining the contents of the course and adding real life (work and personal) examples that were very relatable. He made it interesting, fun and interactive. H...
I thoroughly enjoyed this training session, it provided great tools that can be used to deal with difficult customers, and that can be applied to daily life. I especially liked ...
Expenses
Option 1: Scheduled Courses
- Location: Covent Garden, London
- Live Virtual Training: from £395+vat per learner.
- Classroom Training: from £495+vat per learner.
Multiple booking discounts and charitable discounts are available. Please contact us for further information.
Option 2: Tailored In-house Training
- Location: Your choice (worldwide).
- Live Virtual & Classroom Training: please contact us for pricing.
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Hamilton Mercer
We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer CPD Accredited courses at your offices - worldwide or...
Jon was an excellent trainer, he engaged with the whole group and made the course really enjoyable. His expertise was evident and all the content was relevant and relatable to o...