Communication with difficult clients

TRAINING OBJECTIVE

• Increase in effective communication and cooperation leading to faster achievement of goals and efficient problem solving
• Improving competencies in conversations with a difficult client
• Developing an assertive attitude in the communication with the client
• Aquiring knowledge and skills of conducting conversations in conflict situations
• Developing the ability of regulating emotions in stressful situations

RECIPIENTS

People working with external clients, administrators, people solving problems reported by Business.

BENEFITS

• Development of skills of conflict-free communication
• Improving the ability of expressing requests and expectations assertively
• Development of the ability to assertively respond to criticism
• Development of the ability to give feedback
• Improving the ability to analyze conflict and recognize behaviors that indicate the emerging conflict
• Improving the ability to react in difficult situations
• Improving the ability to change your attitude toward a difficult client

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