A positive approach to problematic interactions

AIMS

Demanding clients are both a challenge and an opportunity and need to be approached within that context.  Balancing their needs against what is possible – and permissible – is a fine line that can lead to problems if you stray on either side. Designed to enable participants to recognise and deal with these issues as they arise, this course offers a framework to keep clients satisfied by resolving or preventing problems before they escalate.

OBJECTIVES

At the end of the course, you will be able to:

• Build stronger working relationships with clients
• Identify and accommodate different behaviour styles and preferences
• Better understand the intentions of others
• Recognise and defuse potential problems before they escalate
• Tackle a diverse range of client interactions with confidence

WHO WILL BENEFIT?

Ideal for anyone in a client-facing role who needs to develop a confident approach dealing with challenging situations

1 day

Full course outline available below