Description
OBJECTIVES:
By the end of the workshop delegates will:
- Identify the key components present in all angry confrontation
- Recognise different stages of conflict escalation
- Recognise the signs of conflict and aggression
- Maintain composure when responding to conflict and aggression
- Use skills to manage their words, phrases and body language
- Demonstrate skills to stay calm and manage angry customer behaviour
PROGRAMME DETAILS
Day 1
- Background to conflict:
- Triggers to aggressive behaviour
- Understanding customers’ needs when they are angry
- Stages of conflict escalation
- How our safety can be compromised
- Recognising rising anger:
- Reading signs and symptoms of aggression
- Managing conflict ‘flashpoints’
- Responding to conflict:
- Understanding our natural response to conflict
- Understanding the impact of ‘red rag’ words and phrases
- Managing our body language during conflict
- Staying calm and managing our own responses
Day 2
- Managing conflict:
- Structuring and controlling the conversation
- Listening and calming the situation
- Acknowledging difficulties and customer emotions
- Managing unpredictability (drugs, alcohol, mental illness, etc.)
- Saying ‘No’ effectively
- Handling abusive behaviour
- Solving the problem
- Problem Solving
- Problem analysis
- Taking responsibility
- Using participative problem solving
Day 3
- Leadership Styles / Team Work
- Range of leadership styles
- Identifying your own preferred style
- What happen to leaderless groups
- Aligning leadership style to organisational climate
- Team building (Belbins)
- Exercises
Day 4
- Negotiating Skills
- The value of negotiating
- How negotiation differs from selling
- Your bottom line and optimum aim
- Case studies
