Dealing With Difficult Customers

Dealing with difficult customers in an unhelpful way can be incredibly destructive. However, since everyone gets emotional, it is vital to have effective and constructive approaches to manage it before it gets out of hand causing negative results. The Dealing With Difficult Customers course will give you an understanding of the anger emotion, help teach you how to identify and deal with personal emotional triggers and how to effectively deal with others when emotion arises.

Do you know that out of control emotions can lead to many psychological and emotional issues, as well as many difficulties with your career, important relationships, and friendships?

Do you always find yourself lashing out unnecessarily at people like your customers, colleagues, friends or your loved ones?

Course objectives.

Explore the most common and consequences of anger and frustrations.
Discover methods for expressing and responding to anger and frustration in a way that preserves and enhances professional relationships.
Make lifestyle changes and preventive steps to minimise feelings of anger and frustration before they occur.

After attending this course the participants are able to:

Understand the anger emotion
Know ways of dealing with emotions
Gain control of the anger emotion
Identify the problem causing the anger
Making a plan to solve the problem causing the anger
Effectively identify personal anger triggers and what to do when they get angry
Effectively deal with others who are angry

Target audience.

All.

Course outlines.

Module 1 - Getting Started

Icebreaker
Ground Rules
Program Objectives

Module 2 - Understanding Emotions

The Cycle of Anger
Understanding Fight or Flight
Common Myths About Anger

Module 3 - Do’s and Don’ts

Unhelpful Ways of Dealing with Anger
Helpful Ways of Dealing with Anger

Module 4 - Gaining Control

A Word of Warning
Using Coping Thoughts
Using Relaxation Techniques
Blowing off Some Steam

Module 5 - Separate the People from the Problem

Objective vs. Subjective Language
Identifying the Problem
Using “I” Messages

Module 6 - Working on the Problem

Using Constructive Disagreement
Negotiation Tips
Building Consensus
Identifying Solutions

Module 7 - Solving the Problem

Choosing a Solution
Making a Plan
Getting it Done

Module 8 - Personal Plan

Understanding Hot Buttons
Identifying Your Hot Buttons
A Personal Anger Log

Module 4 - Empowering Yourself

Being Assertive
Resolving Conflict
Building Consensus

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