Details

Goals

  • Develop your relational capabilities to effectively manage complaints
  • Develop self-control and assertiveness to deal with an unhappy conversation partner
  • Transform a conflict into a search for common interest

Target audience

Anyone with internal or external contacts and willing to take better care of complaints and of sensitive communication

Prerequisite

None

Contents

Prepare to listen and understand

  • Different types of complaints (face to face, telephone, email) and space for maneuver
  • Focus on the speaker; practice active listening
  • Understand the 4 typical behaviours of a person and respond to them

Listen actively and use dialogue to better understand the problem

  • Key skills: courtesy, respect, consideration, kindness, non-judgement
  • Be an active listener and show your will to understand
  • Ask questions to go to the depths of the issue
  • Rephrase and ask for validation of your understanding of the issue

Resolve

  • Be constructive
  • Look for points in common
  • Propose a win-win solution and ask for validation of it
  • Make concrete commitments (who does what, when and how)

Formalise

  • Choose the right words and the right style: use action verbs and positive words
  • Personalise the answer to value the person you are talking to

Follow up

  • Spot frequent incidents
  • Establish an action plan
  • Set up complaint tracking indicators

 

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Next session(s)

This training is exclusively on request. Contact us to get a personalized offer.

Sessions available in

  • FR
  • DE
  • EN
  • LU

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