Quality | Innovative | Training


In this session we will be looking at the ways in which we can approach customers who are difficult to interact with and tricky situations we may encounter

Who is Dealing with Difficult Customers and Situations aimed at?

All Staff

Course Length

1 day

Learning Outcomes

During this session we will be looking at:

  • Which factors can make an interaction with a customer particularly difficult?
  • In difficult situations, where does the conflict come from?
  • What we mean by being ‘assertive’
  • Building our personal resilience and wellbeing through self-care
  • How we can reduce the likelihood of conflict happening in the first place
  • What we can do to de-escalate or diffuse difficult situations

By the end of the session participants will be able to:

  • Summarise the main factors that contribute to difficult interactions
  • Identify the sources of conflict
  • Describe the practical steps we can take to keep ourselves well
  • Increase the likelihood of responding rather than reacting in difficult situations
  • Outline the differences between being passive, passive aggressive, aggressive and assertive
  • Apply the principles of the A Proactive Approach to Conflict model
  • Effectively de-escalate situations where a person is upset, agitated frustrated or angry

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