Managing Difficult Customers & Conflict

Benefits for Staff

By attending this program staff will:

• Understand the dynamics of difficult customers and dangerous situations
• Learn techniques to assertively communicate advice and decisions to deal with conflict while representing the Council appropriately
• Learn techniques to diffuse aggressive, abusive and threatening situations
• Know when to offer a solution, negotiate an alternative or walk away

Overview

Owing to the personal 'equity' that customers have in many of the issues which cause them to interact with Council it is not uncommon for these interactions to be emotionally charged with customers becoming confrontational, abusive and even threatening.

There are a number reasons conflict may reach this stage. Sometimes this results from the customer not understanding or accepting Council's decision. Sometimes the customer takes the frustration of a 'bad day' out on Council staff. Sometimes staff haven't effectively communicated or shown empathy with the customer's situation.

Handling the situation ineffectively can have significant implications for customer service, as well as leaving staff frustrated, stressed, 'shaken and stirred'.

Please note: Contact us for details of dedicated sessions of this training for a range of functional areas including libraries, building and planning and regulatory functions.

For specific details of public sessions of this program held in your state please click here

To find out about this training being delivered at your Council please click here