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Working with Difficult Customer Behaviours

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  • 1 Hour
  • Seminar (Awareness)
  • Employees
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Description

This course focuses on individual skill development on effectively managing challenging behaviours. There are three things we drive home in this course: respond to behaviours and not people, read and respond with rational thinking, and it is hard for us to learn new ways of reading and responding to behaviours we consider negative or challenging. This course gives you a toolbox of strategies to deal effectively with challenging behaviours.

Structure

A 1-hour instructor led training session that combines lecture elements with a variety of engaging elements like Q&A, group discussion, as well as polling and chat functionality when delivered virtually

photo of two office employees looking at the computer screen

Availability

All of our Learning programmes are available in English and French. Local languages may be available for an additional fee.

Objectives

At the end of this seminar, participants will be able to do the following:

  • Describe factors of human behaviour that cause customers to behave in challenging ways
  • Identify your personal “hot buttons” and learn to control your immediate response
  • Apply communication strategies to prevent escalation and resolve the situation
  • Identify tools that help you manage your emotions after a difficult interaction

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