Where people create with each other, they create for themselves" (Friedemann Schulz von Thun).
How often do you wish you were more calm and quick-witted in challenging situations?
In daily customer contact - whether on the phone, in the shop, at the checkout or in the restaurant - there are often situations in which you reach the limits of your personal resilience. In order to avoid pain, injuries or aggression, we then avoid confrontations and often take the emotions home with us.
This does not have to be!
Conflicts are part of everyday life at work, disagreements are the engine for new things.
However, conflict management helps to prevent them from escalating. The aim is not to win an argument, but to awaken mutual understanding and make sensible compromises, to resolve conflicts proactively and to prevent superfluous conflicts.
After this seminar, you will be better able to deal with the stress of difficult customer and guest conversations, which will lead to higher motivation and fewer "failures". You will feel competent and confident.
The company is more productive, the customers are more satisfied.
Learning objectives
In the training, the employees learn how to be self-confident in the context of difficult customer conversations,be able to deal with the customer or guest in a calm and composed manner. Professionalism in customer behaviour is improved.
Contents
- Preparatory task on the topic- Emergence, perception and development of conflicts
- Preparation, structure and implementation of conflict discussions
- Strategies for conflict resolution
- Gain self-confidence
- Overcoming blockages
- Train your quick-wittedness
- Use and effect of language and voice
Seminar format
