This long established and highly regarded workshop is designed to teach educational professionals how to deal with difficult customers which is usually but not always, parents and guardians. Whilst generally small in number their often constant and unreasonable demands can have a negative impact on both teaching and administrative staff. We discuss techniques to diffuse various interactions and deal with a variety of stressful situations.
Course Delivery Options
Topics Covered
What your customers want need and expect
Things we tell our customers and the things we don’t
Professional Telephone, Email & Organisational skills
Delivering bad news in a professional manner
Dealing with difficult, demanding and unrealistic customers
Role Plays using only real workplace scenarios and issues
Excludes dealing with people under the influence of substances, mental health issues & physical altercations
Why people behave the way they do
Setting and enforcing boundaries
Essential Time Management skills
How we tell a client they are…..wrong
Body language skills
Who Should Attend?
This course is suitable for all Educational Teaching, Administrative Staff & Management.
Group Discounts
Contact us to discuss your requirements.
