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Seminar-training

Work with “difficult, unsatisfied” clients. Stress management

Goal

  • Improve client service skills, culture and attitude
  • Understand the reasons why clients are unsatisfied and to understand what they expect from an employee. Learn to recognize the "difficult" client
  • To master methods for conflict resolution and stress management
  • Understand the causes of stress in work and social life. Learn to determine own level of stressors
  • Master practical skills for overcoming distress (excessive stress)
  • To know one’s skills, advantages and potential in talks with the clients
  • Obtain motivation, conviction of one’s ability, consolidate the obtained knowledge in independent work

Target audience – up to 15 participants in the group

Methods

  • Seminar – training with active involvement of the participants, discussions and exchange of experience
  • The participants retain the seminar materials
  • Assertiveness training
  • Practical exercises. Individual and group work
  • Tests – determining the level of stress and the phases of the professional exhaustion syndrome

Time – 2 days

Content

  • Goals and motivation

    The declared and hidden (the expected attitude) goals and motives of the client, their discovery
    The goals and results of communication. Employee goals and motivation
    Attitude towards the clients. Ways of expressing attitude. The conflictual attitude

  • The "Difficult client". Where and how does it originate? Psychological barriers, possibilities of removing them
  • Client typologies

    Work with aggressive, unsatisfied clients. Work with "talkative" clients
    Work with arrogant clients. Work with manipulative clients

  • Communication

    The declared and hidden goals and motives of the client, their discovery The goals and results of communication
    Communication styles, their choice
    The role of individual image. Interaction of images
    Empathical listening. Paradoxal communication
    Recognizing manipulation

  • Conflicts, possibilities of their solution

    Conflict signals, initial causes. Conflict escalation degrees
    Conflict types. Strategies for conflict solution

    Four-step conflict solution strategy (according to Daniel Dana)
    How to develop assertive behavior in conflict situations?

  • What is stress? Types of stressors. Causes of stress in work and social life
  • How does distress (excessive stress) influence us, our health?
  • The 4 phases of the professional exhaustion syndrome, determining them
  • Practical exercises for overcoming tension (stress management)

    Breathing exercises. Autogenic relaxation methods. Techniques of self-massage. Visualization exercises

  • How to remain healthy, stay young and increase your effectiveness in work?

Trainer – Juris Batņa