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Managing People Part II: Managing Difficult Conversations

ID : 984   
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Managing Difficult Conversations™
Who should attend:
Individual contributors and front-line managers who interact with external or internal customers
Purpose
To improve participants’ ability to manage difficult conversations when customers are unhappy with the organization
Process
Participants complete a variety of individual, pairs, small group, and large group activities that explore these topics:
  • Guidelines for managing difficult conversations
  • Listening skills: “Don’t get hooked,” and “Stay productive”
  • Defusing skills
  • Resolving skills
Participants will be able to:
  • Listen non-defensively to angry or upset customers.
  • Use eight techniques to defuse tension with customers.
  • Explain what happened to upset the customer.
  • Explain what they will do to address the issue.
  • Offer an appropriate goodwill gesture.
  • Describe the value of keeping promises to customers.

Class Details

1 Sessions
Thu

Location
Butte College Training Place

Instructor
Catherine Goggia 

Cost: 

$160.00


Registration Closes On
Thursday, June 7, 2018 @ 12:00 AM

Schedule Information

Date(s) Class Days Times Location Instructor(s)
6/7/2018 Thu 8:30 AM - 12:00 PM Chico, Butte College Training Place  Map Catherine Goggia 

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