1432 Courses in Manchester

Anger Management 1 Day Training in Manchester

Report Writing 1 Day Training in Manchester

Conflict Management 1 Day Training in Manchester

Emotional Intelligence 1 Day Training in Manchester

Wouldn't sales be a 'walk in the park' without challenging customers? Why is it that some customers are so difficult to please, so quick to call 'foul' at the slightest blip and so mean with their gratitude after we've bent over backwards to accommodate them? Whether we are looking at prospective or existing customers, there is a toolkit for dealing with the most challenging of them. This course will help participants: Use broad open questions to give the customer a platform for their opinions or issues Improve listening skills to really understand what's behind the customer's challenging style Probe specific phrases to show listening and earn deeper disclosure Use silence to let challenging customers 'blow off steam' Understand the negative impact of certain phrases on a challenging customer Summarise effectively and reassure the customer of our understanding of their needs Recognise the 'behaviour cycle' and avoid emotional escalation Understand 'transactional analysis' and how to bring people from 'child' to 'adult' state Create loyalty in customers who are slow to give trust 1 What makes a customer 'challenging'? Why customers challenge us - understanding their drivers 'Wearing their shoes' - seeing things from their perspective Understanding our own personality style How to flex with a style that is different from our own Ways to quickly recognise a customer's style The benefits of flexing with a challenging customer's style 2 Practical exercise - forum theatre Participants take it in turns to deal with the trainer (who plays the role of the challenging customer) Observers stop the action when they hear or see something they deem wrong The participant in the seat gets a chance to use a suggested alternative line The participant who makes the suggestion has the chance to occupy the seat and deliver it themselves Frequent feedback from the trainer as to how the participant's words are making him feel Opportunities to rewind the action if an ill-advised line is suggested and delivered Flipchart for capturing what worked, what didn't work and why Mehrabian principle - the importance of body language and tone over words used 3 Questioning and listening skills How to use open questions to get the customer talking What questions to avoid and why The use of pauses and silence to reduce tension and build trust What listening is and what it isn't Question funnelling - how to earn deeper disclosure through probing The power of summary 4 Transactional analysis explained What is transactional analysis (TA)? Exploring the TA states and why people behave in that way under pressure How to bring challenging customers to 'adult' state to reduce tension How 'parent' or 'child' behaviours can be inadvertently triggered Understanding the 'behavioural cycle' and how to break it Mini-role play 'vignettes' to demonstrate real time impact of ill-chosen words 5 How to build trust with challenging customers Techniques for placating current challenging customers Methods that the participants have already used effectively - understanding why those methods worked and how other participants can model them Participants' experiences of trust having been lost - understanding why those experiences had that negative outcome How to 'go the extra mile' with challenging customers 6 Bringing a 'real' challenging customer to life Participants give the trainer a brief profile of a specific challenging customer of theirs 5-10 minute roleplay in which the trainer brings that individual to life Observing participants - without interrupting - make notes on what is and isn't working Trainer stops the action half-way through to give feedback on how he is feeling Participant goes back into the roleplay having recalibrated their approach based on feedback Observers give feedback on what did and didn't work Trainer comes out of character to explain the impact of the participant's words and behaviours 7 Wrap-up Key learnings from each participant Individual action planning - steps that can and will be implemented in the workplace

In today’s fast-paced world, finding peace can feel impossible. Drawing Calm is a self-directed workshop designed to help you slow down, reconnect with nature, and appreciate the beauty of traditional still life. At our workshops, charcoal drawing is more than just creating art. It is about nurturing your mental well-being through the calming power of creativity. Engage in a mindful and expressive process that fosters self-discovery and inner tranquillity. In this self-directed workshop, you will immerse yourself in the meditative process of mark-making, capturing the beauty of light and shadow in a relaxed and welcoming atmosphere. No prior drawing experience is needed as our workshops are open to all, from complete beginners to those with more experience. What to Expect: Immerse yourself in the meditative practice of charcoal drawing, designed to nurture mindfulness, creativity, and a deeper connection with nature. This self-directed workshop offers a structured yet flexible approach, allowing you to explore traditional still life and natural forms at your own pace. You will: ✨ Immerse yourself in the tactile and expressive medium of charcoal: Discover the tactile and immersive nature of charcoal, using expressive marks and soft blending to cultivate focus and ease stress. 🎨 Learn essential techniques, from mark-making to shading and composition: Learn Mark-making techniques to create expressive lines and textures such as blending and hatching. 🍃 Observe and capture the subtle details of nature and still life objects: Connect with nature and still life, learning to observe intricate details and capture light, shadow, and texture. 🖌️ Nurture creativity in a relaxed, supportive environment: Nurture your creativity through experimentation, exploring a range of charcoal techniques from bold strokes to delicate shading.  What's Included: High-quality drawing materials (charcoal, paper, blending tools and eraser) Partial Guidance from our resident charcoal artist A peaceful space to explore mindfulness through art

Manager Management 1 Day Training in Manchester

Business Writing 1 Day Workshop in Manchester

Manager Management 1 Day Training in Bolton

Human Resource Management 1 Day Training in Manchester