•  For Workplace Conflicts • Customer Complaints & Interactions

This one-day training course combines the essential skills of dealing with difficult people and complaints handling, giving you affective strategies for managing difficult behaviours and challenging situations both in the workplace and public facing roles. You will learn how to stay calm under pressure, manage emotions (both yours and others), handle confrontations with professionalism and confidence, whether in person, over the phone or via email. The programme will include practical tools, case studies, role play and real-world techniques to use in your role immediately.

By the end of this course you will be able to:

• Understand what drives complaints and difficult behaviours
• Communicate assertively and defuse tension
• Apply step-by-step approaches to resolving conflicts and complaints
• Handle Aggressive Language and emotions
• Use complaints as a learning too for the organisation
• Recognise your role in difficult Interactions
• Build Resilience, stay calm composed and manage stress
• Engage Confidently in difficult conversations

Course Content

Understanding Difficult People and Complaint Drivers

• What drives someone to complain or act out
• Types of difficult behaviours: chronic complainers, emotional vampires, aggressors
• What is your role in conflict?
• The psychology of complaining and emotional escalation

Communication & Behavioral Strategies

• Where do communication breakdowns occur most often?
• Articulating impact: how to calmly express effects of behaviour
• Agreeing to disagree using agreement to de-escalate
• Assertiveness vs aggression
• Face-to-face vs written vs phone complaints
• Handling abuse, strong language and superfluous complaints

Handling Complaints – Step-by-step Approach

• The complaints process: Receipt, assessment, investigation, resolution, follow up
• Spotting warning signs before escalation
• Questioning techniques to uncover facts and calm situations

Conflict Resolution & De-escalation in both Workplace and Public Facing Environments

• Proven Techniques to calm upset individuals
• Coping strategies for high-emotion situations
• Maintaining a positive and composed attitude under pressure

Managing Stress and Building Resilience

• Techniques for managing your own anger and emotional response
• Stress management strategies in difficult environments
• Maintaining professionalism and well-being

Workshop – Difficult Conversations

• Interactive Role Play - Real-life Scenario
• Practicing key phrases and calm framing
• Managing workplace dynamics and peer-to-peer conflicts

Who Should Attend?

Ideal for professionals in public or private sector organisations, especially those in HR, Management or frontline roles including customer services, receptionist and call centre executives.

Certification

On completion of this one-day training course, you will receive your Certificate of Attendance. Please note certificates are issued at the close of the training course to participants on completion of the course.

This course may qualify for CPD points. Please check directly with your association or awarding body to see how many points they will award.

Cost

An ‘Early Bird’ discounted rate of €499 is currently available. This training course normal rate is €599. Places are limited and are allocated on a first come first served basis. PLEASE NOTE THE EARLY BIRD RATE CLOSES 3 WEEKS PRIOR TO COURSE DATE. The course cost includes all course documentation and Certificate of Attendance.