OD&L Bite-Sized Training - How to Transform your Conversation in Difficult Situations

How to Transform your Conversation in Difficult Situations 

How do you cope with challenging customers and situations in the workplace? There’s a wide and diverse range of customer support required from our organisation, this includes people who are angry, difficult, and distressed. You will learn the necessary knowledge and skills to manage people displaying a range of emotions whilst supporting a culture of excellent customer care and upholding our values. You will explore how to deal professionally, courteously, and efficiently with customers in ways that encourage good relationships.Course Learning Outcomes

Course Learning Outcomes

By the end of this session you will be able to:

• Manage internal and external stress
• Develop abilities to listen actively and empathise
• Build a rapport with customers in person and over the phone
• Better understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Target Audience:

All staff

Before booking please seek prior authorisation from your line manager.

Please advise if you have any underlying disabilities, or Equality related circumstances, that requires consideration to a reasonable adjustment to help facilitate your attendance.

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