An in-depth course on how to deal with complaints and conflict.
This full-day course will give you a complete framework on how to deal effectively with complaints and conflict.
You will feel inspired and confident to display assertive behaviour by having the tools and strategies to help you manage any difficult situation.
9.30-9.45am Introduction and welcome to the course and its objectives
9.45-10.45am The psychology of why people complain. What are the fundamental reasons for complaining and how we can prevent it happening in the first place
10.45-11.00am Coffee Break
11.00-11.45 Advanced Communication Skills. Responses that resolve. The strength of empathic listening.
11.45-12.30 How to deal with different behaviours and challenging personalities that ensure minimum amount of stress for you.
12.30-1.30 Lunch
1.30-2.15 Complaint handling formula’s and strategies
2.15-3.15 Dealing and developing feedback forms, online reviews and complaint procedures
3.15-3.30 Coffee Break
3.30-4.15 Let’s practice what we have learnt. What will we do differently? Creating an action plan to ensure that we maintain confidence, composure and calmness in our future complaint handling scenario’s
4.15-4.30 Course summary
Wonderful trainer who can relate to my work situations and offered insightful ways to handle a variety of situations.
Understand the psychology of why people complain and the fundamental things we can do to avoid escalation of complaints
Lots of tools and tips on how to deal with challenging behaviour and difficult personalities
Learn and develop advanced communication skills with a focus on responses that resolve.
Explore strong complaint handling strategies and how to use them effectively
Practice our new skills to ensure solid learning
Develop great feedback forms, how to respond to online criticism and how to create a bulletproof complaint procedure
Create an action plan to ensure that we maintain confidence, composure and calmness in our future complaint handling scenario’s
PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.
PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.
1-to-1 executive coaching can be based on any of the 200 plus courses that PTP provides. We would normally cover the full course in half the duration on a 1-2-1 basis. So a full day course would become a ½ day 1-2-1 session and a 2-day course would become a 1-day 1-2-1 session. Please note for our shorter courses, we only offer a minimum of ½ a day for executive coaching. The fees includes an initial telephone conference call and a call post the session which can be for feedback and action planning.
Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general.
How much is 1-to-1 executive coaching?
A 1-to-1 executive coaching session at your offices costs from as little as £750 + VAT for 1/2 a day or £1250 + vat for a full day.
You can book any date you wish 4 weeks hence, if you need a session sooner, please contact info@ptp.co.uk and we will see if we can offer you an earlier slot.
1-to-1 executive coaching can be based on any of the 200 plus courses that PTP provides. We would normally cover the full course in half the duration on a 1-2-1 basis. So a full day course would become a ½ day 1-2-1 session and a 2-day course would become a 1-day 1-2-1 session. Please note for our shorter courses, we only offer a minimum of ½ a day for executive coaching.
The fees includes an initial telephone conference call and a call post the session which can be for feedback and action planning.
Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general.
How much is 1-to-1 executive coaching?
A 1-to-1 virtual executive coaching session costs from as little as £600 + VAT for 1/2 a day or £950 + vat for a full day.
You can book any date you wish 4 weeks hence, if you need a session sooner, please contact info@ptp.co.uk and we will see if we can offer you an earlier slot.
Choose from any of the 200 plus courses that PTP provides, and choose from 1 of our 50 plus UK wide training venues. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want where you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.
U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes lunch and refreshments throughout the day, comprehensive training notes and a certificate of attendance in PDF format will be emailed to them within 4 weeks of completion of the course.
A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.
Why should you book U-Choose?
If you cant find a date on our website that works for you, simply choose a date at a PTP venue that does. We will create a new public course date that you have chosen but even if we don't get any other bookings, it will be guaranteed to run.
Choose from any of the 200 plus courses that PTP provides on a date that suits you. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want when you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.
U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.
Why should you book U-Choose?
If you cant find a date on our website that works for you, simply choose a date at a PTP venue that does. We will create a new public course date that you have chosen but even if we don't get any other bookings, it will be guaranteed to run.