If you have ever walked away from a conversation and gone, ‘what the hell just happened!” or “well, that could have gone better!”

If we interact with people we are likely to all have a story of a situation or person’s behaviour we have found difficult, stressful or challenging.  Communication of our needs and understanding others needs is an area in which every person needs skills and techniques which are not necessarily innate.

In a business context where maintaining existing clients and ensuring brand reputation is not damaged is very important. Long gone are the days where a dissatisfied customer or client might tell 10 people…now it’s in the thousands with a click of a button.

In a three-hour interactive workshop (small group 6 or less) you will get an opportunity to learn key practical skills and techniques for effectively managing and resolving a complaint at the lowest level possible.

During the workshop you will get to learn and practice:

·       ‘dig down’ techniques to find out what is really important

·       Effective phrases for de-escalating high emotions

·       A model for managing complaints

·       Identifying barriers which prevent effective complaint resolution

This workshop is suitable for any individual or organisation that have to deal with difficult behaviours, whether that be a customer, client or even an employee!

 Course cost is $275 (ex gst) per person or $240 (ex gst) per person where more than 3 people from same organisation attend.