Delivery: Face-to-face | Duration: 1 day
Excellent client/customer service is a key aim of employees and organisations, however at times employees are challenged by clients who are demanding and aggressive.
This course provides an overview of a range of reasons why clients may communicate and react in a challenging way. It also explores the differences in the way people behave, and the responses and preventative strategies that can be used to manage a situation.
This course is tailored to the needs of participants based on responses from a pre-course questionnaire, enabling real-life examples to be used to demonstrate effective responses to challenging client behaviours.
Learning outcomes
This course will teach you how to:
- Define excellent customer service
- Identify types of challenging behaviours
- Understand individual differences in the way people communicate
- Manage personal reactions to challenging behaviours
- Understand the value of preventative strategies and their application in the workplace
- Devise positive actions to reduce conflict and resolve issues
- Build and improve your emotional resilience in the workplace.
Who should attend?
This course is ideal for frontline workers, team leaders and managers.
Presenter - Dr Jacqui Triffitt
Jacqui has extensive experience in designing and delivering innovative, interactive and practical workshops, covering a range of psychological topics including challenging behaviour, resilience, life balance, stress management and leadership. Having also practiced as a psychologist for over 30 years (now retired) in the areas of clinical and sport psychology, Jacqui has worked with a wide range of organisations including Federal, State and local government, private enterprise and sporting bodies.
Upcoming sessions
 22 May 2024
|  Hobart
|  09:00am - 04:30pm
|  |
| 24 July 2024
| Hobart
| 09:00am - 04:30pm | |
Not seeing the session dates you want?
You can register your interest in another session below or request an in-house session just for your team.
