Objectives
On completion of this course delegates will be able to understand the psychological reasons people can often show challenging behaviours. Recognise how their behaviour can affect that of a customer/colleague. Recognise their own emotional challenges. Consciously choose their emotional reaction when challenged. Apply techniques that defuse a challenging customer/colleague and lead to stronger relationships and build their own confidence when faced with a challenging situation.
Content
• What do we mean by challenging?
o What is challenging?
o Who do we find most challenging and why?
o Examples of common challenging situations
o Typical versus desirable reactions to challenge
o Current methods of managing challenges
o The benefits/dangers of managing challengers
• It’s all about them
o Transactional analysis
o Reading between the lines
• It’s all about you
o Why you react to challenges as you do
o The evolution of emotions
o Desirable behavioural responses
• Managing your emotions
o Aggressive – passive – assertive behaviours
o Focusing on the right things
o Managing your physical reaction
• Structuring your response
o The PACR model
o Using empathy to defuse a situation
o Showing you care and value the customer/colleague with questions and
listening
• Applying the theory
o Typical challenging scenarios
o Practice responses
• Practice and action planning
Tutor: James Rose
How To Book
Please contact your Learning & Development Manager if you are interested in this course.