Successful Management of Difficult Customers and Challenging Situations

WHO WILL BENEFIT:

Candidates may be employees and job seekers who need training to effectively manage difficult customers and other workplace challenges, increasing their efficiency and effectiveness for their own benefit and that of their companies.

COURSE AIM:

Human resources are the cornerstone of a company’s survival and prosperity. In today’s constantly evolving and challenging economic landscape, businesses must continuously adapt their operational processes and maintain effective organization to meet growing demands. They face challenges such as productivity, quality, customer service, interpersonal relationships, and employee satisfaction.

For this reason, it is crucial for employees to receive continuous training and support to help them achieve business objectives.

Global studies have shown a significant need for training in managing difficult situations and developing time management. A substantial percentage of employees report feeling immense pressure in the workplace due to workload, lack of communication with colleagues and management, or difficulties in dealing with customers. These studies also reveal that many employees lack the necessary skills to handle such situations effectively, leading to fatigue and negative emotions that impact both work quality and their physical and mental well-being.

Thus, there is an urgent need for corporate human resources training to develop skills that enable them to effectively manage difficult and stressful workplace situations, organize and manage their time efficiently, and build healthy professional and interpersonal relationships. This, in turn, significantly enhances productivity and improves the quality of customer service.

COURSE OBJECTIVES:

Knowledge Level

 Participants will be able to:

1. Identify the advantages of effective customer interaction.
2. Recognize sources of workplace stress.
3. Highlight the impact of stress on professional behaviour.
4. Identify dysfunctional beliefs that hinder a successful communication with difficult customers.
5. Explain the consequences of poor communication with customers.
6. Explain the consequences of poor communication with colleagues.
7. Identify customer expectations.
8. Describe effective communication strategies.
9. Explain conflict resolution strategies.
10. Prioritize their tasks at work.
11. Identify timewasters in their work environment.

Skills Level

 Participants will be able to:

1. Develop self-awareness
2. Use methods of self-reflection.
3. Analyse emotions that lead to poor communication.
4. Manage negative emotions using specific techniques.
5. Successfully apply communication strategies.
6. Practically implement self-control at work.
7. Modify ineffective strategies.
8. Apply conflict resolution strategies.
9. Develop positive workplace relationships by adjusting their behaviour.
10. Set realistic goals.
11. Organize their work based on priorities.

Attitudes Level

 Participants will be able to:

1. Successfully handling workplace challenges.
2. Encourage open and honest communication.
3. Adopt behaviours that promote a positive work environment.
4. Demonstrate flexibility when facing schedule changes.
5. Act proactively to minimize their role in creating difficult and stressful situations.

WHAT WILL BE COVERED.

Introduction to the Course Objectives