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Participant, S J Berwin

I thought the trainer great. The content was straightforward, succinct and exactly what we need to give our managers - the basic tools to do the job and be a good manager. I thought the programme did exactly what we aimed to do.

Learn How To Deal With Clients Professionally

Dealing Professionally with Clients

Course Ref. 10027
No. of Days 1
Participants 6 to 12

Target Audience

All staff, but particularly those who find themselves dealing with challenging situations in the workplace.

Course Objectives

Choose strategies and behaviours to deal with challenging situations in the workplace
Adopt suitable planning aids so as to better meet client expectations
Cope better when under pressure from clients

Methods

Presentation and workshop groups. Participants will be required to contribute to each stage of the workshop.

Course Contents

Welcome and introductions

Course objectives and overview

Getting organised to meet expectations

  • What do clients expect?
  • Planning tools
  • Establishing and managing priorities
  • Setting clear targets and time limits
  • "Urgent" -v- "ASAP"
  • Managing interruptions

Managing when under pressure

  • How stressed are you?
  • Coping solutions

Managing the challenge

  • What makes people difficult?
  • Why messages are misunderstood
  • Using email - getting the tone right
  • A 3 step framework
  • Seeking positive outcomes

Action session

Summary and close