Dealing with Difficult Conversations (for Educational Settings)

Overview

At one time or another, everyone has to deal with irate, rude, impatient, persistent, or aggressive people. They include complainers, unreasonable and irresponsible people, hostiles, passive aggressive people, sarcastic people, those who use the silent treatment, upset people who use foul language, and others with whom we experience difficult interactions.

This training is designed to give participants the necessary knowledge and skills to manage people displaying a range of emotions whilst supporting a culture of customer care excellence and upholding school values.

Participants will learn how to deal professionally, courteously and efficiently with people in ways that encourage good relationships.

Objectives

By attending this virtual workshop, you will –

• Understand the importance and benefits of providing good customer service
• Support and empathise with distressed and anxious people
• Know how to deal with unreasonable or angry parents
• Stay calm and professional through stressful and busy periods
• Display professional and acceptable behaviour when interacting with challenging parents
• Use assertive techniques in order to control and wrap up a conversation
• Take greater control of your mental well-being

Content

• Customer Care Excellence
  o How customers are made to feel important
• Skills of Communication
  o Self-awareness, assertiveness and confidence
  o Positive words and phrases
  o Building Rapport
  o Avoiding misunderstandings – clear communication and accurate note-taking
  o Being empathetic and acknowledging needs (children, parents and beyond)
  o Managing emotional people (particularly in the SEN arena)
  o Active Listening Skills
  o Questioning Skills
  o Taking control of a conversation and getting to the point
  o Explaining the next steps and wrapping up a conversation
• Dealing with Difficult and Angry Customers
  o Causes of aggression – Dealing with the customer’s perceptions and expectations
  o Acceptable and non-acceptable levels of behaviour
  o Understanding our own behaviour and its effect on others
  o The role of listening when dealing with angry customers
  o Strategies that effectively diffuse difficult situations with the angry or complaining parent, guardian, local resident, or customer
  o Options instead of saying ‘NO’
  o Essential skills for not getting emotionally hooked with the difficult or upset adult or child