Instructor Led Handling Difficult Situations Training

Dealing with Difficult People Developing your understanding of behavioural types is the first step in formulating a way of dealing confidently with difficult people and situations. Target Group This course is aimed at managers, senior staff or any personnel who wish to deal with difficult situations assertively. Objectives By the end of the course, delegates will be able to: Analyse their behaviour and that of  more...

The MAGIC of Customer Relations ...ts and agreements by using clear and specific language Handling Difficult Situations with MAGIC a Use The Five MAGIC Steps to handle complaints and challenging situations a Keep cool under pressure by managing your perception and your response a Measure the quality of each contact with The 33 Points of MAGIC Standard BENEFITS of MAGIC: a Increase associatesa ™ confidence  more...

Stepping up into a Supervisory Role Who would benefit from this programme: This course is typically for aimed at members of staff making that transition from team member to team leader, new supervisors or those about to be promoted into the role. This programme will outline the key roles and functions of the supervisora ™s job. We will use a range of practical exercises to help delegates relate the learning back into  more...

Leadership Development - Reading others to Leading them Why this workshop? The activity of leading others is a very human activity. Therefore, there are a wide range of everyday and on-the-job activities from which one can learn about leadership and even enhance leadership skills. However, leading others means understanding them; hence, this workshop focuses on understanding our own personality type as well as reading other who work with us for  more...

Handling Challenging Situations Handling Challenging Situations Overview If your job was easy, anyone could do it! You re constantly facing challenges — in fact, that s your JOB! This module helps you address some of the challenges you face in trying to balance company policies and procedures while resolving customer issues and providing a positive customer experience.  more...