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Overview
You'll learn diagnosis and resolution techniques for tense, sensitive conflicts with upset clients and customers What you'll learn: You'll learn how to effectively address and de-escalate conflicts with clients, using appropriate techniques to deal with the person's emotions or complaints You'll learn how to protect yourself in the middle of harsh client interactions, dealing with elements like stress or compassion fatigue You'll learn how to mediate tense situations between clients and the organisation, evaluating both positions impartially You'll learn how...
Syllabus
- Introduction 3.0
- Fundamentals 3.0
- Dealing with Conflict 3.0
- Well-Being and Self-Care 3.0
- Organisational Strategies
- Full Run-Throughs 3.0
- Conclusion 3.0
- Bonus Lecture
Instructor
Vasco PatrÃcio
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