Why take this course
Do you want to increase your confidence in conversations with demanding clients and turn conflicts into constructive solutions? This training will equip you with the knowledge and skills to develop an assertive attitude and effectively handle stressful situations. You’ll learn to identify and analyze the causes of conflicts and discover specific strategies for dealing with different types of clients. As a result, you will gain peace of mind in difficult situations and improve the quality of your client collaboration.
What you'll learn
- To utilize skills in conflict-free communication and assertively express requests and expectations.
- To improve your ability to analyze conflict and recognize behaviors that signal its beginning.
- To react appropriately in difficult situations.
- To communicate with clients while maintaining an assertive attitude.
- To lead conversations in conflict situations.
- To regulate emotions in stressful situations.
- To influence your attitude toward a demanding client.
Certificate and exam
Upon completion of the training, you will receive a certificate of completion that confirms your competencies in communicating with difficult clients.
Training scope
Conflict situations in conversations with clients
- Areas of conflict in client relations
- The circle of conflict – the reasons of why conflicts arise
- Conflict distractors – what reinforces resentment and fuels conflict
- Behaviors and attitudes in a conflict situation
- Mistakes made by parties of a conflict
Techniques of dealing with difficult clients
- Typology of difficult clients
- Strategies of dealing with particular types of difficult clients (aggressive, manipulative, nervous, dominant, silent)
- Assertive techniques of reacting to criticism
- Assertive ways of giving feedback
- Assertive expression of requests and expectations
Communication with a difficult client
- Efficient communication during conflict – separating the topic from the person
- Solution-oriented communication
- Useful expressions in difficult situations
- Blockers in the communication process
- Techniques of coping with negative emotions