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Management of difficult situations involving clients

ACTIVITY OFFERED IN PARTNERSHIP

  • Partenaire : COSE
  • Registration/cancellation: Follow the Order’s normal procedure.
  • Final registration confirmation sent by: COSE
  • Location: Verify your registration confirmation. You will receive it in the days following your registration OR in the days preceding the session.
  • Lunch: Not included
  • Price: Please see the schedule fee below. Prices are subject to change without notice.

Description

Circumstances beyond our control creating unease with the client, clashing personalities, customers who are very demanding, we need to reduce tensions on both sides, adopt appropriate behaviors and better equip ourselves to face these situations. Avoid escalation and improve customer relation, that’s the ultimate goal in these situations.

The main objective of this course is to lessen the intensity and duration of touchy or difficult situations.

Specific objectives

At the end of this workshop, participants will be able to:

  • Manage the situation properly by improving the client relation and reduce their personal anxiety
  • Better understand their own reaction and know where they stand vs difficult situations

Management

  • Step back in order to react and respond the right way
  • Know the different types of customers and difficult situations
  • Use the right methods to intervene with people exhibiting extreme type of behaviors
  • Be ready for the unexpected and difficult situations

Content

  • Self-analysis of your first reactions when faced with conflictual situations
  • Organizational code of ethics to deal with difficult situations
  • Client’s unsatisfaction and the impact on the organization
  • Personal styles and their effects on the client or situation
  • 10 different types of difficult clients and how to manage them
  • Manipulation, criteria and tools
  • The non-verbal, signs of aggression and appeasement
  • The appropriate language to calm down
  • Clients and extreme situations, risks and methods
  • Complaints resolution process within the organization

Target clientele

Anyone who deals with clients, either in person or over the phone.

Pedagogical method

  • During the workshop, short presentations, case studies, practical exercises based on the “active
  • Learning” approach will be used as demonstrations and discussions. Participants will be invited to
  • Experiment with various roles and tools in difficult or touchy situations.

Description complète


Montréal – COSE Inc.


Séance(s)
Pour tous

Saison de formation : 2020-2021
No de séance : 0068
Date de début : 2021-03-22, 08:30
Date de fin : 2021-03-23, 16:30
Durée : 2 jours
Animateur : Animateur du partenaire
Renseignements complémentaires : Cet atelier de formation est offert uniquement en salle (présentiel)

Grille tarifaire

12 places disponibles

  Membre CPA Non-membre
À la carte 810,00 $ 900,00 $
Passeport CPA 1050 CDP S/O
Passeport Multi-CPA 1050 CDP S/O
Passeport Multi-usagers 1050 CDP 1350 CDP
Promo CPA 1050 CDP S/O

Pour tous

Saison de formation : 2020-2021
No de séance : 0808
Date de début : 2021-06-02, 08:30
Date de fin : 2021-06-03, 16:30
Durée : 2 jours
Animateur : Animateur du partenaire
Renseignements complémentaires : Cet atelier de formation est offert uniquement en salle (présentiel)

Grille tarifaire

12 places disponibles

  Membre CPA Non-membre
À la carte 810,00 $ 900,00 $
Passeport CPA 1050 CDP S/O
Passeport Multi-CPA 1050 CDP S/O
Passeport Multi-usagers 1050 CDP 1350 CDP
Promo CPA 1050 CDP S/O

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