Training Objectives
Overall objective
- Share and apply techniques and best practices for identifying and addressing difficult situations.
Detailed objectives
- Recognize the signs of a difficult situation
- Apply techniques to defuse tensions
- Putting conflict management best practices into action
Who is this training intended for?
Target audience
Customer Service Representatives
HR Advisors
Level
Beginner to experienced
Prerequisites
This course has no prerequisites
Training Program
A one-day training course divided into three modules that alternate between theory and hands-on practice.
Module 01
Recognizing a difficult situation
- Definition of a challenging situation, levels of difficulty, weak signals
- Types of Clients and Stress Management
Module 02
De-escalate a tense situation
- Handling a difficult situation in person
- Handling a difficult situation in writing
Module 03
Resolving a difficult situation
- Ending a difficult conversation and following up on the relationship
- Applying theoretical principles to real-world scenarios
Teaching Methods and Adaptation
Teaching method
A balance of theory and practice
Adaptation of the training program
Can be adapted to suit the company and the employees' roles
Practical Information
The training will take place at our offices (7th arrondissement, Paris) or at the company's premises, and/or via video conference
Each session can accommodate a maximum of 10 participants
Assessment of Learning Outcomes
Satisfaction Survey
Satisfaction is assessed at the end of the training.
Funding
This training course may be covered by your company's training budget.
Accessibility and Disabilities
Our training programs are accessible to people with disabilities.
For more information, visit our section Accessibility
Pierre-Olivier Bertrand
Senior Manager at Vertone & Customer Relations Trainer
