Training

Dealing with The Public Training

Do you enjoy dealing with the public? There are both joys and difficulties when dealing with people on a day to day basis. This Dealing with the Public Session is designed to help people in the public customer service or communication roles. With many techniques on how to handle difficult customers to conflict resolution such as communication tips, questioning techniques and other personal skills to deal with the public community. Your team will be motivated and ready to use the new skills provided in this session. Your public image is important and professionalism is key when dealing with customers or clients. Learn more about how this session could benefit your team.

Objectives for Dealing with the Public Training

This session will help teach participants:

How to communicate effectively including body language

When you start dealing with the public you understand just how important it is to be understood and to also understand the person you are speaking with. Our trainers highlight the purpose of communicating via body language. Many people say they can read or “pick up” on the signals, however what signals are we also sending? This section is great for understanding how to create a confident and positive image.

How to diffuse and disarm and angry client

These situations are situations that many of us dread. Most of the time it is because we do not have the skills, or the knowledge to be able to break down the anger and either redirect or diffuse the situation. Our trainers provide insight into how anger takes control and also solutions to assist with calming the angry client down.

Using questions to understand clearer

Questioning Techniques are one of the best skills to take control and also build perspective. Participants will learn more about these skills and put them to action with a few questioning activities and games.

How to build rapport with people quicker

Building that connection with a customer/client can be rewarding. We show participants how to enjoy the ability to connect with people, and how it will change their own performance and results.

Stress free techniques

If you are dealing with the public constantly, then you may also recognise the issues that may arise from the many interactions and personalities. Our trainers will discuss and provide some real tools for participants to gain a sense of control and become better and managing stress.

How to close conversations correctly

Did you know there was an effective way to close a conversation? There are simple tips here that make closing conversations or phone calls easier leaving your interaction positive.

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

The power of the mind. Some call it Jedi mind tricks; others may call it Neuro Linguistic Programming (NLP). Whatever you call it, the power of using the voice from within can be both powerful and effective in communication. Our trainers help with understanding how we can use our own voice to motivate and become more confident, whilst also showing how to use it for clearer communication.

How to over deliver on the customers’ expectations

Over delivering on the public’s expectations is easy when you know how. Many people find they are stumped when it comes to working out how to over deliver on high expectations. Let our trainers help you find the new skills and improve on your service delivery.

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 it can be hard to impress a customer. We can show participants how to effectively deal with many issues that come with dealing with the public and over deliver on their expectations. The new skills will not only empower your team, it will help them act professionally with easy techniques. We also show how to build rapport quicker and leave an impacting positive impression.

Our trainers are able to add a large range of case studies and real workplace examples. If you would like a certain delivery style, custom workbook or approach to this topic, our trainers are available to speak directly to you. You then benefit from the direct contact, instruction and personalization of this training session for your team. Paramount also offers the IMPACT system which guarantees you will have a successful training session. Call us 1300 810 725 for more information on how we could assist with your next training session.

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