The Essentials

Managing Difficult Situations

Digital (1h) Digital + Distance (1h + 4h) Digital + Face to face (1h + 7h)
  • Contact
Contact
+33 1 80 05 18 04

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.

Contact
+33 1 80 05 18 04

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)
Contact
+33 1 80 05 18 04

Objectives

Digital
Digital + Distance
Digital + Face to face
  • 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
Contact
+33 1 80 05 18 04

Program

Digital
Digital + Distance
Digital + Face to face

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
Contact
+33 1 80 05 18 04

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