Managing Difficult Customers

When Tensions go up

Understand the internal process and dilemmas during situation of conflict

Own their behaviours during conflict

Be more confident in your ability to get what you want without being aggressive

Recovering difficult customers before escalating

Programme Highlights

Relationship Criteria

The increasing importance of rapport in the communication process is discussed and communication techniques are practised. Participants study rapport, its role in communication, and how to create and maintain it.

Exercises in eye contact and body language such as mirroring and pacing will assist participants to become more aware of how they come across to others. This awareness is the key to control that impression.

Through exercises and role plays, participants understand how rapport affects the other party’s comfort levels and hence its impact on the communication process.


Assertiveness vs. Agressiveness

Participants are able to recognise and express needs, feelings and opinions, negative and positive. Recognising the fine line between aggressiveness and assertiveness by asking clearly and directly for what you want, saying no politely and establishing boundaries, letting go of old patterns of behaviour, unrewarding relationships and situations.


Personality Styles

Behavioral psychologists have been classifying the behavioral styles of people for centuries. In recent years, this information has revolutionized the business community. For example, it is true that people tend to like and trust those who appear to be most like them. Understanding behavioral styles enables the wise business person to communicate to others in the way they want to be communicated to. Consequently, increased trust leads to better communication.



Tension – the practice and understanding of the element of tension in communication between two or more individuals, and being able to control the tension in a proactive manner .


The workshop includes a number of role plays when participants negotiate alone and in teams, to practise the skills they are learning. The role plays are critiqued by the trainer and by the participant themselves until each player can recognise when a change occurs during the conflict resolution session, when a tactic is being used, when agreement is nearing and when it is time to concede.



“Coaching is a system of staff development that allows the subordinate to learn by a process of discovery – through guided discussion and hands-on experience”

The responsibility of developing team members to reach their potential is a continuous and ongoing one. Managers and supervisors with regular contact are in the best position to take advantage of mentoring and coaching opportunities as they arise in the work environment


Techniques of Resolving Conflict

Participants are able to practice tips and techniques in a safe environment.

Participants get a chance to address their self confidence and overcome negative thinking. Understanding the differences between internal and external sources of conflict in relation to ego states. Participants learn tactics of responding during a conflict in an experiential environment.