Course description
Dealing with Challenging People / Situations – Classroom or Live Virtual Classroom
Do you always remain cool in even challenging situations? And guide a difficult interaction to a happy outcome that reflects well on your organisation?
Hamilton Mercer’s Dealing with Challenging People / Situations Course reveals how self-awareness and self-control are vitally important when it comes to dealing with difficult situations and complaints. Then it teaches invaluable techniques on how to keep calm and focused on the important goal of working towards a win-win outcome that keeps everyone happy.
Upcoming start dates
Suitability - Who should attend?
Hamilton Mercer’s Dealing with Challenging People / Situations Course is suitable for anyone dealing with difficult external or internal customer situations face to face, on the phone, or via email or letter. Staff who regularly manage complaints will find the course particularly useful.
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
- Introduction to Dealing with Challenging People / Situations
- Identifying ‘Trigger Points’ That Cause Unnecessary Escalations
- Coping with ‘Red Flag’ Moments
- Conditioning Behavioural Interpretations
- Understanding ‘Fight or Flight’
- Advanced Listening Skills (S.I.F.T. Method™)
- Responding Appropriately
- Saying ‘No’ Proactively & Delivering Bad News
- Giving Feedback Diplomatically (Third Party Context™)
- Managing Confrontations in Public
- Handling Rambling / Talkative Customers
- Confronting Inappropriate, Abusive or Intimidating Behaviour Assertively
Learning Outcomes
- Discover the principles of dealing with difficult customers/ situations
- Understand the psychology of aggressive customers
- How to avoid escalating a negative interaction
- Develop excellent listening skills
- Learn how to respond appropriately in any interaction
- Handle public confrontations
- Carefully guide rambling and talkative customers
- Saying no to abuse and intimidation assertively
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 100,000 learners trained
Formed in 2007
Reviews
Average rating 4.8
The course was well paced and delivered professionally with enthusiasm. The instructor had an excellent breadth of knowledge and I enjoyed the content.
We have a high proportion of new staff and it was great to see everyone actively engaging and learning together, particularly as several colleagues from different teams had not ...
Expenses
The cost for the 1 Day Live Virtual Classroom course is £199 + VAT per learner.
The cost for the 1 Day Classroom course is from £295 + VAT per learner.
Multiple booking discounts are available along with discount for charities.
Tailored Training
Hamilton Mercer deliver this course at your premises or Live Virtual (Zoom or Microsoft Teams) , we will tailor the content to meet your organisation’s needs. Please get in touch for a quote.
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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 live virtual courses in 90min and 3 hour formats...
I found these techniques very useful and it's amazing how you can transform a response from various issues and topics.