Dealing with Aggressive & Difficult Customers

Transcription

1 Dealing with Aggressive & Difficult Customers This program helps participants to conduct a fast personal safety audit when facing aggressive people. They will be able to quickly distinguish the type of aggression. They will also have a tool box of strategies available to manage the aggressive behaviour. Aggressive people in the workplace and outside the workplace pose enormous physical and emotional risks to your people. Heavy fines can be imposed on your organisation if you cannot provide evidence that you are managing this risk. This unique program gives your people the tools to strategically deal with aggressive people. Learn world's best practices to manage aggressive people and conduct an environment safety audit. Aggressive people Profiling aggressive people Understanding the signs of aggression Adding fuel to the fire? Methods to reduce aggression The role of reframe Practical group exercise flowed by discussion. Setting boundaries Transactional analysis A formula for setting boundaries with people who overstep them Being clear about what behaviour you prefer How to deliver unexpected or difficult news and managing customer reactions/expectations Checking for understanding o Listening effectively, paraphrasing and summarising A practical exercise with explanation and discussion. Reporting and action plans Reporting protocols review Expecting better outcomes Action planning Group exercise with observation and discussion.

2 M O D U L E 2 : Satisfactory outcomes Staying safe Responding not reacting Abuse is not tolerable Types of satisfactory outcomes Role plays, interactive discussions, group discussions and individual exercises. Personality conflict Understanding that people perceive information differently Understanding the challenges and likely conflicts ahead for organisations Identifying different personality types Understanding different personalities and how to effectively work together Role plays, interactive discussions, group discussions and individual exercises. M O D U L E 3 Communicating with Difficult Customers The importance of intrapersonal and interpersonal intelligence De-escalation techniques Profile different personality and behavioural styles Explore active listening and questioning skills Build rapport even when it seems impossible Interactive presentation, self analysis and discussion Understanding Anger and Frustration Deflect anger techniques Diffuse, interrupt and/or delay anger Have a strategic response to difficult behaviour Limit words and vocabulary that can cause further angst Large group and small group activities and discussions.

3 Resilience in the Workplace Your Resilience in the Workplace training program uses a proved resilience framework to optimise personal resilience skills. In addition to make staff more resilient in the workplace. Through this program, participants will recognise the tell-tale signs when resilience levels are dropping, understand the influences of resilience, learn how to build resilience levels with those around them as well as looking at managing workloads and overcoming emotional responses which can affect peak performance. Resilience in the Workplace M O D U L E 2 : The Resilience Inventory The emotional resilience indicator How resilient are you in the workplace? Identify the milestones of resilience Recognising the tell-tale signs of when resilience levels are dropping Building resilience in your teams Manage good relationships with those around you Group discussions, facilitated discussions, activities Reactions to a lack of resilience The 3 outward signs of a lack of resilience The influence of resilience Your resilience inventory Positive outcomes Identify the impact of stressors on resilience levels M O D U L E 3 : Personal Resilience Respond or react - the key to being assertive How to prevent situations and emotional responses control you Stop letting situations and emotional responses control you The driving force behind peak performance Techniques for developing resilience Assess individual behavioural style Accept that you cannot fix every grievance Develop strategies for managing clients Evaluate the connection between thinking, emotions and behaviour Challenge catastrophic thinking patterns Bounce back after dealing with difficult and highly emotional people

4 Team Effectiveness Your Team Building program is designed to enable an existing team to assess their level of effectiveness. It explores the similarities and differences in individuals (communication styles, preferences generational differences etc), and the impact of differences and challenges we face daily in communicating with and working with others. Upon reflection, participants then commit to modifying their communication styles and operating procedures, in order to achieve greater harmony, communication, decision making and relationships with others in the workplace and out. Introduction What is a team? How does it differ from a work group Benefits and draw backs of teams Team Effectiveness Rating Team Effectiveness Profile Audit Expectations of the teams performance and behaviour Understanding Self and Others Understanding self and others Understanding people s motivations Setting boundaries with people Communicating with people as if they are well intentioned Examining Emotional Intelligence and what this means in your role Attitude, beliefs, values and expectations can affect the expectations placed on others Examining the links between behavior and needs Setting behavioural boundaries Interactive presentation and discussion M O D U L E 2 : Team Relationships and different motivators for different generations Valuing individual differences, to bring out the best in individuals Strategies to improve trust levels in our team Effective Giving Seeking and Receiving Feedback Skills in action Dealing constructively with conflict Motivating each generation differently Profiling likely generational behaviour Struggle points for each generation

5 M O D U L E 3 : Problem Solving and Decision Making Work with an actual team issue using a structured, idea generation process to gain a resolution plan Fixing actual problems rather than addressing the symptoms Consider the impact of individual style on problem solving and decision making Team Effectiveness Measures Setting performance metrics Gap analysis Getting buy in from the individual and the team Monitoring and reviewing metrics and action plans Recognising and rewarding performance Roles, responsibilities and expectations of the team leader and team members Setting performance metrics to improve performance