Clients - the good the bad and the ugly

Difficult customers and difficult clients typically represent only a fraction of the customers we see each day, but they can have a profound impact on people’s performance and motivation.

This program will give you the opportunity to explore these issues in a safe environment and to practice some skills to ensure you have the tools at hand next time a 'not so nice' customer crosses your path.

Participants will cover the following topics within this program:

• Communication Skills
• Effective and active listening techniques
• Managing difficult situations
• Dealing with emotions and frustrating behaviours
• Managing anger and your conflict management style

Cost: $99.00 (tea, coffee & morning tea included)