Event box
Managing Difficult Customer Conversations Online
Brief outline and intended outcome:
This 3-hour session focusses on the skills needed to avoid and manage difficult customer conversations.
Participants will identify strategies to manage and improve these difficult conversations.
This online session will be highly Interactive, using live case studies working with actors*, reflective activities, small and large group discussions. Participants will be provided with an editable workbook for them to capture their thoughts, Ideas and actions.
*Participants will be asked to watch a piece of live forum theatre, identify and discuss the errors made and direct the actor to de-escalate tension, build rapport, communicate assertively and give bad news. No role play is required!
- Date:
- Wednesday, May 15, 2024
- Time:
- 1:00pm - 4:00pm
- Time Zone:
- UK, Ireland, Lisbon Time (change)
- Location:
- Online
- Online:
- This is an online event. Event URL will be sent via registration email.
- Categories:
- Personal & Professional Effectiveness
Event Organizer
Email: staffdev@mdx.ac.uk
Intranet: www.intra.mdx.ac.uk/tools-policies/your-development
Phone: 020 8411 6212