Managing Service Challenges - 3 Part Series 23,24,25 July 2024

WEBINAR - Managing Service Challenges

Day/Date: This is a three-part series designed for Frontline Council Officers:

Part one: Tuesday 23 July

Part two: Wednesday 24 July

Part three: Thursday 25 July

Time: 10:00am - 11:20am

Cost: Entry from $330.00 (GST inclusive) per person for the three-part series - available to all Council Officers 

Entry from $550.00 (GST inclusive) for two people to attend the three- part series - available to all Council Officers

Course Content: 

• What makes a challenging conversation?
• Understanding your style under stress
• Manage the person first, then manage the process
• Humans in mind: responding with empathy
• De-escalation techniques
• Choosing your response
• The right 'explanatory style'
• Avoiding 'fire starters' - don't take the bait
• Types of difficult customers and using language to diffuse them
• Engage, Listen, Empathise, Apologise, Fix it, Follow up
• Setting Boundaries

Learning Outcomes:  Participants will - 

• Learn de-escalation techniques for navigating challenging conversations
• Have new skills to manage their own response to difficult customers
• Have practiced how to apply these new behaviours and techniques to a real-world scenario
• Have the opportunity to build their own customised  toolkit to take away and use when interacting with customers, giving them ownership over how they conduct themselves in difficult interactions

Other: Zoom details will be made available in your registration confirmation / notification.  Attendance is expected for all 3 sessions. This event will not be recorded.

Thank you to our Partner:

LGMA Members: This webinar series is eligible to be redeemed under the 3 complimentary webinars you receive as an LGMA Member. Please contact admin@lgmaqld.org.au if you'd like to redeem this series (Note: this will use all 3 of your webinar allowance).