Handling Difficult Clients

Courses - PR Courses

Overview

This workshop covers the key challenge for even the most experienced account handler - handing difficult clients. The risk is a loss of motivation and productivity which can even threaten the relationship as a whole. The workshop helps delegates identify the key characteristics of the difficult client, and suggests a range of approaches to rescue the relationship.

Level

This workshop is designed for account managers and account directors. The style is participative and case studies are used to illustrate points made.

Content

Understanding assertive behaviours and distinguishing them from non-assertive behaviours
Managing client expectations and different client/consultancy perspectives
Consideration of the current behaviours of individuals in difficult situations
The client/consultancy life cycle
Development of assertion strategies
Understand the effect of different verbal and non-verbal communication styles
Identification of common difficult personality types and strategies for dealing with each type
Little things that mean a lot

Outcomes

Delegates who complete this course will learn the skills involved in behaving assertively and value of doing so. They will understand how to recognise difficult personality types and be introduced to strategies for dealing with these types.

Linkages: this course is underpinned by Assertiveness
Maximum number of delegates: 12
Delivery: one day workshop

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Watermill Training

Handling Difficult Clients

Overview

Level

Content

Outcomes