Managing Difficult Staff and Customers

Product Description

See below the short courses included in the Managing Difficult Staff and Customers Bundle:

1. Civility in the Workplace

While a training program on workplace manners and courtesy may seem like overkill, the reality is rudeness has become an epidemic, costing industry millions a year. Indeed, what society seems to be gaining in terms of both knowledge and technological advancement, it’s losing out on basic social values that directly impact the bottom line. To address the growing problem of incivility in the work setting, this workshop introduces the concept of civility, its importance to an organisation, as well as its typical causes and effects. Skills needed to effectively practice civil behaviour, as well as different ways organisations can systematise civility in the workplace are addressed. A must for organisations or teams that are experiencing cultural issues because of behaviour.

2. Handling a Difficult Customer

What is the best way to handle a difficult customer? Through our workshop participants will learn stress management skills, how to build rapport, and recognise certain body language. Participants will see an increase in customer service, productivity, and a decrease in unhappy customers. This workshop examines in-person and over the phone techniques, addressing complaints, and generating return business.

3. Conflict Resolution

This course will give participants a seven-step conflict resolution process that they can use and modify to resolve conflict disputes of any size. Participants will also be provided a set of skills in solution building and finding common ground. In PICA’s Conflict Resolution workshop, participants will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organisation no matter what the size. If it is left unchecked or not resolved it can lead to lost production, absences, attrition, and even lawsuits.

4. Negotiation Skills

Through this workshop participants will be able to understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating.

5. Appreciative inquiry

Appreciative Inquiry has the ability to change the whole organisational culture by changing the people’s responses and communication. Through positive questioning employees will be directed to move in a positive direction. Recognising the strengths and values of what works, as opposed to what’s wrong will transform the individuals and in turn transform the organisation. Appreciative Inquiry is a shift from looking at problems and deficiencies and instead focusing on strengths and successes. It is a tool for change, and it will strengthen relationships throughout the organisation.

6. Respect in the Workplace

A respectful work environment is essential to the overall success of your team, as well as a contribution to a stronger work reputation. Evidently, when we learn to accept the differences between the values and perspectives of those around us, we can continue to grow as a team with this shared knowledge. The concept of respect is often taught at a young age however, it is just as important to remind adults to model respective behaviours. It is the responsibility of all team members to be respectful to one another, and address conflict in a positive manner in order to accomplish a healthy, safe work environment.

PICA’s Respect in the Workplace workshop examines the tools and conversation to help empower your team to recognise behaviours that influence the performance done within the workplace. A respectful workplace is one in which integrity and professionalism are displayed, and the skills to communicate and recognise one another are practiced.