Difficult conversations are part of the job, right? But they don’t have to be. Using well regarded frameworks, your training session will convert theory into practice. You will apply workable techniques to realistic situations, so that you are better able to handle challenging interactions with customers, clients, and internal stakeholders.
What will you gain?
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Ability to identify and respond to emotional triggers
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Stronger empathic and assertive response to difficult conversations
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Improved personal EQ
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A databank of valid responses to challenging situations
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Better call flow using transition language
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Greater customer care.
Who is it for?
This training will help everyone who handles emotive and challenging conversations by boosting capability and confidence. It is useful to teams who want to build a culture of positive and assertive customer care.
What will it cover?
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What makes a conversation difficult
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Using an interest based relational approach
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Boosting your Emotional Quotient
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The Feel-Felt-Found response framework
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Passive aggressive behaviours
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Assertive support and transition language
This training session is aligned to the following CICM Professional Standards:
- BS 3 Know your customer/client
- PS 1 Communication and relationship-building
- PS 2 Problem-solving and decision-making
- PS 3 Support and influencing
- PS 5 Team working and leadership
- B3 Resolute; B4 Resilient; B5 Ethical
