Dealing with Challenging People / Situations

Duration: 1 day

Rating:

☆☆☆☆☆ 4.9/5

4.9/5

Resolving conflict is about more than discussing facts – views and feelings must be valued, too. Remember: ‘The customer’s perception is their reality’.

Hamilton Mercer’s Service Methodologies™ help people remain calm, empathetic and responsive during difficult interactions so they can arrive at favourable outcomes.

Certification: CPD Accredited Course

Audience

Learning Objectives

Develop self-awareness and resilience, and not feel personally attacked.
Quickly establish the root cause of issues and the desired outcomes of customers.
Demonstrate genuine empathy, to help defuse conflict, build trust, and identify appropriate solutions.
Structure difficult conversations to keep them relevant and timely.
Assert themselves appropriately, to confront unacceptable / manipulative behaviours.

Return on Investment

Increased confidence and morale leading to better decisions.
Fewer staff absences due to reduced stress levels and anxiety.
Assertive staff resolving interactions quickly and efficiently.
Greater resilience – an ability to move on swiftly from tricky interactions.
Increased ownership and fewer unnecessary escalations to managers.

Course Content

Learning Outcomes

Avoid unnecessary escalations when interacting with difficult people.
Carefully select the correct levels of assertion during confrontational conversations.
Improve patience, tolerance and empathy.

Service Methodologies

Trigger Phrases That Cause Unnecessary Escalations
Tactfully Highlighting People’s Mistakes™

Learning Outcomes

Increase the likelihood of retaining information when people are venting.
Defuse emotionally charged situations by responding with the correct level of empathy.
Avoid selective listening or switching off during heated conversations.

Service Methodologies

Empathetic Listening
Empathetic Responding: S.I.F.T. Method™

Learning Outcomes

Develop the confidence to deliver bad news across all communication channels.
Increase the consistency and timeliness / efficiency of investigations.
Reduce the likelihood of being challenged when delivering bad news.

Service Methodologies

Credibly Delivering Bad News™

Learning Outcomes

Remain in control of conversations to keep them timely and productive.
Identify ‘borderline inappropriate’ versus ‘blatantly inappropriate’ behaviours.
Select the appropriate levels of assertion when responding to inappropriate behaviours.

Service Methodologies

Reining-in Rambling / Overly Talkative People™
Confronting Inappropriate Behaviours Assertively

Learning Formats

Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

Length: One Day.
Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.

Option 2
Tailored Training
Develop Teams

Length: Flexible.
Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.

Option 3
Transformation Programme
Develop Teams & Culture

Length: Flexible.
Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.

Scheduled Course Dates

Classroom & Live Virtual

Learning Formats

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“Very good instruction. Good role plays. Good interaction. Delivery style was good. Humorous at times but serious when it needed to be. Course content was relevant and very well laid out. Awesome course.”

Panasonic Avionics Corporation, Regional IT Manager

“I have enjoyed the training a lot. I have already used some tips in today’s escalation. The trainer was very nice and answered all the additional questions we had. Highly recommend.”

Pennon Water Services, RSC Advisor

“I have learnt to take time out to get facts and assess a customer before I respond to difficult situations.”

Berkeley Group, Design Coordinator

Public Sector

“Really enjoyed the training it was relevant and useful to all our team, excellent techniques to help when dealing with difficult people. Thank you.”

Wakefield Council, Team Leader

“I think this course is really helpful, for me especially. I have learnt a lot that will help me in future, as I would like to go into learning. I have learnt new strategies, and enjoyed it.”

Westminster Academy, Learning Support Assistant

“I found the course useful and engaging. I have learnt techniques that I will be able to use in interactions with our members.”

Institute of Biomedical Science, Membership Officer

Third Sector

“I was impressed that Simon was briefed on our work areas and tailored situations to each individual accordingly. Very thought provoking, it has made me think more of dealing with people from a psychological standpoint.”

Phoenix Community Housing, Community Resource Coordinator

“Very good content overall. Course was delivered in a concise, effective and easy to understand way. Very useful – has given me a lot of tools and skills to take away.”

Wellcome Collection, Sales & Events Coordinator

“Course content was good and realistic . Gave good helpful solutions to solving problems. Learnt how to deal with difficult customers.’

Royal Society of Medicine, Restaurant Manager