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Managing Difficult Situations
The Essentials
Managing Difficult Situations
Digital (1h)
Digital + Distance (1h + 4h)
Digital + Face to face (1h + 7h)
Public price : 2272.80€
Presentation
Managing Difficult Situations helps to identify the triggers of criticism, complaints and other incivilities, in order to better manage and prevent situations that lead to conflict.
The strong points of the training
- A quiz at the end of the digital module to validate the learning process
- A summary sheet containing all the topics covered can be downloaded
- A breakdown of difficult situations for the main customer relations channels: physical, telephone and e-mail
- Adaptation of the inputs according to the profiles (face-to-face or distance learning module)
Objectives
- Analyze and identify the origins of difficult situations in order to be proactive in the relationship
- Reduce the emotions of customers in sensitive situations
- Analyze own attitudes and emotions when dealing with difficult situations
- Use “win-win” techniques to resolve sensitive situations
Objectives of the digital module +
- Understand what is at stake in a difficult situation
- Mobilize behaviors to prevent difficult situations and reduce tensions
- Practice managing difficult situations with confidence and serenity
Objectives of the digital module +
- Understand what is at stake in a difficult situation
- Mobilize behaviors to prevent difficult situations and reduce tensions
- Practice managing difficult situations with confidence and serenity
Program
What is a difficult situation?
- Questioning what is experienced as a “difficult situation”
- Differentiating between constructive criticism, complaints and incivility
From difficult situation to conflict
- Understanding the triggers of difficult situations
- Integrating the role of emotions in the process that leads from difficult situations to conflict
Communication patterns in conflict situations
- Recognizing ineffective reflexive behaviors (manipulation, passivity, aggressiveness) and understanding their impact on the relationship
- Discovering assertiveness and understanding its impact on the relationship
Adopt a constructive posture
- Assert yourself while taking care of the relationship with your interlocutors
- Master the DESC method:
- Describing the facts
- Express your emotions
- Suggest a solution
- Conclude on a win/win agreement
Content of the digital module +
Appropriate the different phases of a difficult situation (Individual activity)
- Understanding the emotional process involved in a difficult situation
- Define what can transform a simple criticism into a conflict through the 3 phases: triggering, development and escalation
- Take a step back from one’s practices through the assertiveness questionnaire
Learn the keys to resolving a difficult situation (Tutored virtual classroom)
- Practice recognizing the different refuge behaviors: passivity, aggressiveness, manipulation
- Define the impact of assertiveness on one’s profession
- Practice resolving a difficult situation using the D.E.S.C. method:
- Describe the facts
- Express emotions
- Suggest a solution
- Conclude on a win/win agreement
- Become aware of your individual and collective resources
Content of the digital module +
Understanding the different phases of a difficult situation
- Understanding the emotional process involved in a difficult situation
- Practicing recognizing a criticism, a complaint or a conflict
- Define what can transform a simple criticism into a conflict through the 3 phases: triggering, development and escalation
Learn the keys to resolving a difficult situation
- Practice recognizing the different refuge behaviors: passivity, aggressiveness, manipulation
- Take a step back from one’s practices through the assertiveness questionnaire
- Practice resolving a difficult situation using the D.E.S.C. method:
- Describe the facts
- Express emotions
- Suggest a solution
- Conclude on a win/win agreement
- Become aware of your individual and collective resources
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