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UID:209@cmscy.com.cy
DTSTART:20260621T083000Z
DTEND:20260630T153000Z
DTSTAMP:20260406T095432Z
URL:https://cmscy.com.cy/events/successful-management-of-difficult-custome
 rs-and-challenging-situations-3/
SUMMARY:Successful Management of Difficult Customers and Challenging Situat
 ions
DESCRIPTION:\n\nWHO WILL BENEFIT:\n\nCandidates may be employees and job se
 ekers who need training to effectively manage difficult customers and othe
 r workplace challenges\, increasing their efficiency and effectiveness for
  their own benefit and that of their companies.\n\nCOURSE AIM:\n\nHuman re
 sources are the cornerstone of a company's survival and prosperity. In tod
 ay's constantly evolving and challenging economic landscape\, businesses m
 ust continuously adapt their operational processes and maintain effective 
 organization to meet growing demands. They face challenges such as product
 ivity\, quality\, customer service\, interpersonal relationships\, and emp
 loyee satisfaction.\n\nFor this reason\, it is crucial for employees to re
 ceive continuous training and support to help them achieve business object
 ives.\n\nGlobal studies have shown a significant need for training in mana
 ging difficult situations and developing time management. A substantial pe
 rcentage of employees report feeling immense pressure in the workplace due
  to workload\, lack of communication with colleagues and management\, or d
 ifficulties 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.\n\nThus\, there is an urgent nee
 d for corporate human resources training to develop skills that enable the
 m to effectively manage difficult and stressful workplace situations\, org
 anize and manage their time efficiently\, and build healthy professional a
 nd interpersonal relationships. This\, in turn\, significantly enhances pr
 oductivity and improves the quality of customer service.\n\nCOURSE OBJECTI
 VES:\n\nKnowledge Level\n\n Participants will be able to:\n\n 	Identify t
 he advantages of effective customer interaction.\n 	Recognize sources of w
 orkplace stress.\n 	Highlight the impact of stress on professional behavio
 ur.\n 	Identify dysfunctional beliefs that hinder a successful communicati
 on with difficult customers.\n 	Explain the consequences of poor communica
 tion with customers.\n 	Explain the consequences of poor communication wit
 h colleagues.\n 	Identify customer expectations.\n 	Describe effective com
 munication strategies.\n 	Explain conflict resolution strategies.\n 	Prior
 itize their tasks at work.\n 	Identify timewasters in their work environme
 nt.\n\nSkills Level\n\n Participants will be able to:\n\n 	Develop self-a
 wareness\n 	Use methods of self-reflection.\n 	Analyse emotions that lead 
 to poor communication.\n 	Manage negative emotions using specific techniqu
 es.\n 	Successfully apply communication strategies.\n 	Practically impleme
 nt self-control at work.\n 	Modify ineffective strategies.\n 	Apply confli
 ct resolution strategies.\n 	Develop positive workplace relationships by a
 djusting their behaviour.\n 	Set realistic goals.\n 	Organize their work b
 ased on priorities.\n\nAttitudes Level\n\n Participants will be able to:\
 n\n 	Successfully handling workplace challenges.\n 	Encourage open and hon
 est communication.\n 	Adopt behaviours that promote a positive work enviro
 nment.\n 	Demonstrate flexibility when facing schedule changes.\n 	Act pro
 actively to minimize their role in creating difficult and stressful situat
 ions.\n\nWHAT WILL BE COVERED.\n\nIntroduction to the Course Objectives\n\
 n\n\n\nDefinition and analysis of difficult customer situations in the bus
 iness\n\nExploration of internal conditions that allow difficult situation
 s to affect a person\n\nThe communication process\n\nSuccessful management
  of difficult situations\n\nUnderstanding people and addressing challenges
 \n\nProblem solving\n\nSelf-awareness and self-control\n\nEffective time m
 anagement=Effective life management\n\nSuccessful team building\n\nAction 
 plan\n\nASSESSMENT CERTIFICATION:\n\nAll delegates after being assessed an
 d having successfully completed the course will be awarded a CMS certifica
 te with a note added to confirm that the course was approved by the HRDA.\
 n\nCOURSE PRESENTER:\n\nHRDA Certified Trainer: Zacharoula Zymboulaki Pera
 tikou\n\n
CATEGORIES:00 – Currently Organized Courses
LOCATION:CMS Training Centre\, 12 Lefkosias Road Limassol 3021 \, Limassol 
 \, Cyprus\, Cyprus
X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=12 Lefkosias Road Limassol 
 3021 \, Limassol \, Cyprus\, Cyprus;X-APPLE-RADIUS=100;X-TITLE=CMS Trainin
 g Centre:geo:0,0
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