Working with a "difficult" client

Communication skills are the ability to understand a wide variety of people, to hear their needs and to find the optimal solution for them. It is also a universal tool for the productivity of every professional. However, each of us occasionally experiences situations when our professionalism is challenged - especially when communicating with the so-called "difficult" client.

This seminar offers a deeper study of the phenomenon of "difficult" clients, providing practical answers to the following questions: what is common to all "difficult" clients? What communication strategies and how to use them in communication with them? How to improve your personality so that "difficult" clients in communication become not a problem, but a challenge that you can constructively accept and solve?

Objective

To develop the ability to communicate with various types of "difficult" clients, and prevent and resolve conflict situations.

Benefits

• knowledge of different types of communication partners, and communication strategies with them;

• better ability to build cooperative relationships with complex communication partners;

• better understanding of one's strengths in communication, and how to develop them in everyday life.

Working method

Interactive, flexible form of work to apply new knowledge in practice - training is created by alternately providing participants with theory, case analyses, discussions and practical tasks individually and in groups. Video training elements are integrated into the seminar.

Target audience

Customer service specialists.

Program

1. Introduction:

• work agenda, organizational issues;

• expectations of participants.

2. "Golden" rules of effective communication:

• what we expect in communication, and what others expect from us - internal and external customers, management;

• rational and emotional aspects of communication. How they affect the quality and productivity of communication.

3. Different people, different channels of information perception:

• verbal and non-verbal communication;

• different typologies of people;

• the influence of temperament on communication style.

4. "Difficult" client:

• different types of difficult clients;

• direct and indirect factors that provoke conflict;

• the ability to recognize the potential of a "difficult" client in a conversation partner and transform destructive energy into cooperation.

5. Conflict resolution strategies:

• negotiation techniques;

• the potential of emotional intelligence in building a constructive dialogue;

• regaining inner peace in conditions of intense communication.

6. Conclusion of the seminar:

• participants' conclusions, and ideas for further work with themselves, and their colleagues;

• individual action plan - specific actions that will be implemented in life, following the findings of the seminar;

• feedback.