Handling Difficult Customer Situations

Organised by the Mercian Staff Development Group (MSDG) this virtual workshop for library assistants offers tools and techniques for handling awkward and sometimes emotional customer situations, particularly those where you may have to give difficult messages and handle objections.

Afterwards, you’re encouraged to further develop your own strategies for both group and individual situations. As a result of this workshop, you will be able to:

• Appreciate some of the causes and triggers of disagreement and conflict
• Manage your own emotions and stress, staying assertive and confident
• Use techniques for delivering a difficult message and handling objections

This morning event is both reflective and interactive with break-out sessions where you can share thoughts and experiences with colleagues. Participants are asked to bring with them a scenario where they are required to deliver a difficult message. The event will be hosted by Diana Edmonds and colleague from Bridgford Consultancy.

Platform: Bridgford Consultancy uses the Cisco Webex platform for delivery of virtual workshops. If you’re not familiar with its use, your facilitator will explain at the start of the session.

Audience: All library staff, but especially those working in front-of-house and customer facing roles.

For further details, and to book your place see the link below.