Learning outcomes.

 We have all found ourselves in a tight spot! We can show you the skills and behaviours needed to make great decisions when under pressure and how to communicate to successfully resolve the situation.

Key do’s & don’ts when dealing with difficult situations.

Understanding the importance of empathy and rapport and techniques for how to employ them effectively.

Understanding our own reactions and responses and techniques on how to manage these.

The concept of win/win

How to approach difficult situations appropriately and with more confidence to maintain and build a high level of customer service.