Training

Dealing with The Public Training

Public image is important in one’s business and professionalism is also an important factor to consider when dealing with clients. Dealing with the public is not easy since you will be dealing with different types of people. If you’re put in a challenging situation, sometimes you are also going to have to face difficult people. In this session, participants will acquire public customer service skills and will be taught of the effective ways to communicate with people in public. This module is also designed to help your team handle difficult customers and solution to conflicts by discussing some communication tips, questioning techniques, and other relevant personal skills in dealing with the public community. After this session, participants will be motivated and confident to face the clients with the new skills they learned. This session will be very beneficial not just for the employer or business but also for the employees as well.

Objectives for Dealing with the Public Training

This session will help teach participants:

How to communicate effectively including body language

Body language has a great impact when it comes to communication. In order to become effective and convincing, one must also use body movements, gestures, eye contact, and so on. This module will highlight the purpose of communicating with body language. People can read signals, hence, it is necessary to send signals as well when we communicate to be understood by the person we are speaking with. This section will also focus on how to create a confident and positive image.

How to diffuse and disarm and angry client

There are challenging situations that we may not anticipate such as dealing with angry clients. It is going to be difficult especially if we do not have the knowledge or skills on how to deal with such situations. In this section, our trainers will provide information on how anger takes control, and will discuss solutions such as calming down the angry customer.

Using questions to understand clearer

It is necessary to use questions in order to gain information and build relationship with customers. Gathering information will help participants understand the needs and wants of the customers. This session will discuss questioning techniques and how participants can put these techniques into action. We will provide activities and games regarding questioning to make this session more interesting to your team.

How to build rapport with people quicker

It feels rewarding whenever you build a good connection with a client or customer. Not only will you build loyal customers, but also a good image or feedback as well which can result to more potential customers in the future. Trainers will demonstrate to participants the skills to be acquired when connecting with people, and will help them understand how it can help their performance and how it can create great results.

Stress free techniques

There are also issues that participants may face when dealing with the public. Since there are many interactions and personalities, it is inevitable that the participant will not be able to handle everything. Hence, this section will help your team recognize the challenges that may arise. Trainers will provide some techniques in order to gain a sense of control and to handle stress more effectively.

How to close conversations correctly

We do not just close conversations the way we want to. Since we are dealing with the public and in a formal setting, it is necessary to end conversations correctly. This section will discuss some simple tips to end conversations and leave interaction positively.

How to use self-talk to help people come to conclusions

The mind is powerful and our brain has hidden depths. Neuro Linguistic Programming (NLP) is the voice we hear that comes from within us. It is an approach to communication. This is considered effective and powerful in communication. We will help participants how to use their own voice to become confident and motivated. We will also discuss how it can be used for cleared communication.

How to over deliver on the customers’ expectations

It is not easy to meet expectations especially when it is unrealistic or high. In this session, we will also help you how to over deliver on public’s expectations. Skills relevant to improving your service delivery will be discussed by our trainers.

More modules available for your team and custom training

Put an end to others controlling you or treating you
Encourage joint fact-finding.
Variables leading to people demonstrating aggressive and difficult behaviour
Handling difficult people
Dealing with opposition to a considered decision that is dangerous
Accommodating our natural reactions
Connection and problem-solving skills to effectively diffuse and resolve situations that are difficult
Managing those impacted by means of an injury
Preventative strategies to prevent and instantly diffuse conflict
Manage that of others and your private fury
Advanced Conflict resolution
Understand aggressive, assertive, and passive behaviours
Learn the definition, causes and periods of conflict
Keep the lines of communication open
Identify root causes of behaviour that is difficult
Resistance & change
Understand and make use of the three step conflict resolution version
Respond to the filthy tactics some people use to gain power over you
Environmental groups challenging you over land use changes, production, packaging or recycling practices, etc.
Responding to misinformation
Explore the reasons why someone is hard
Understand other people’s behaviours and motives
Keeping composure under pressure
Discuss issues in groups
Don’t take things personally
Negotiate with win-win solutions
Dealing with disagreements over worth
Debt collection with difficult people
Concentrate on establishing long term relationships.
Reading and responding to non-verbals: using techniques to find lying, withholding, hidden anger and other feelings
Feel assertive and successful, no matter whom you are dealing with
Dealing with Neighbours or the community who are upset over perceived well-being or safety hazards, changes to their town or neighbourhood, etc.
Act in a fashion that is trustworthy in any respect times.
Active listening … Drawing them out without defensiveness
Strategies to maintain their particular safety, the safety of co-workers and other clients when coping with challenging or aggressive clients.
Understand the value of communication when dealing with a tough person
The 5 natural reactions to contradiction
Deal with private and others’ rage
Advantage from a confrontation
Perception tests: Making sure you understand before you behave
Handle the flight or fight reactions which prompt challenging behaviour
Body language and how it is able to help or hinder
Hints for handling conflict
Discussion & influencing
Remain calm when handling challenging people
Create some boundaries for yourself
Be an active listener
How to stay calm when things get nasty
Prevent re-occurring difficulties
Words that work
Coping with challenging behaviour
Mediation of disputes
Prevent your relationships being wrecked by negative people
Key components of the alternate method of coping with an upset public
Strategy and practice to manage challenging situations successfully
Service problems
Take responsibility, admit errors, and share power.
Youth relationships & family
Cope with contradiction
Cease feeling stressed by others’ actions
Recognize the worries of the other side.
Deal with relationship issues
Identify a “Difficult Person”
Organisational workplace procedures and security policies
Use assertiveness in a positive manner
Understanding the problem: what’s wrong with the normal method of coping with an upset people?
Counter negativity with positivity
Cope with negative behaviour
Offer contingent commitments to minimize impacts if they do occur
Promises to compensate
When dealing with challenging individuals, maintain your boundaries
Use four key tools for responding to behaviours that are challenging
Bullying & harassment
Handle passive aggressive behaviours
When relating to others build healthy, joyful dynamics
Advocacy groups who want to face you
See conflict as a type communication
Change yourself depending on the situation
People who are angry because you’ve let them down
Get focused on remedies
Keep control when you are talking to challenging people
Communication abilities that help
Listening and showing empathy
Questioning abilities: acquiring the proper information
Aggression & abuse
Using a procedure to address matters and deal with the problems
Problem solving
Focus on what you can do
Speak up assertively in tough positions
Conduct a feedback meeting with a high performer in addition to a “difficult person”

More information on the course outline

The Deal Framework

Anthony Robbins, and a number of other communicators, indicates that we become skilful at using what he calls The Deal Framework. This session will investigate this idea and practice using it.

Changing Yourself

Earlier we discussed how our perspectives and actions impact others. In this session, we’ll take a deeper look at what we may do to turn those attitudes about, and just how negative approaches can cause negative interactions. We show participants how their attitudes and actions impact others.

Mutual Relationships

This discussion will analyse the idea that, in a connection with another person, our actions are likely to be a self-fulfilling prophecy.

The Ten Commandments of Change

Sam Deep and Lyle Sussman indicate there are Ten Commandments associated with change. Participants see how they may be used and as a group we will look at these commandments.

Why Don’t People Do What They Are Supposed To?

There are a million potential answers to this question, but we will discuss the ten most common reasons.

Managing Anger

This session will share some techniques others have used to manage their anger and frustrations. Participants will undoubtedly be encouraged to share their particular experiences and techniques. In this session we help employees with coping strategies for dealing with difficult situations and difficult people.

The Five-Step Procedure

During this session, we will look at a five-step procedure that can help participants solve conflict.

Dealing with Issues

Participants will work in little groups to explore eight ways of coping with difficulties. We also provide effective and new methods for dealing with difficult individuals.

Preventing Problems

There are lots of key ways that we can prevent problems from occurring. These strategies will undoubtedly be analysed in small group work and in a discussion. We also identify times when employees have the right to walk away from circumstances that is difficult or that could escalate into a worse situation.

Coping with Change

Change can be difficult for many. Through small group work and a panel discussion, participants will analyse change during this session.

Reasons for Challenging Behaviour

This discussion will examine the four concerns that everyone has and how we can make do with them. We delve into the customer world a little more with experiences and stories from the group. Our trainer will also provide feedback or suggestions for some of the issues.

De-Stress Alternatives You Can Use Right Now

To conclude we will look at five techniques participants may utilise to unwind. We’ll also share a listing of surviving ideas. More techniques are provided for managing and dealing with anger and frustration.

Dealing with the Public Training Summary

These days, satisfying customers and impressing are not easy since there are many competitive businesses out there who can outdo what we do. This is why we need to stay ahead of the curve and constantly be improving and setting standards higher. Dealing with the Public Training can create a big impact to your business and team because it highlights the effective ways to deal with many issues when it comes to facing the public and meeting their expectations. The new skills they will acquire will not only help your team and business, but also the professional career and growth of the participants. By acquiring these new skills, your business will leave an impacting positive impression in the industry.
We also offer a large range of case studies that suit your business needs. If you would like a custom workbook or approach about this topic or about different topic, feel free to speak with our training overseers. Let us know your specific needs and desired outcomes, and the certain delivery style you like your team to have. Paramount Training and Development also offers the IMPACT system which guarantees all training sessions conducted are successful. Please call us at 1300 810 725 if you want to know more information on how we could help with your future training sessions.
This training and more are available in Gold Coast, Sydney, Brisbane, Melbourne, Darwin, Perth, Parramatta, Canberra, Adelaide

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