Handling Difficult Client Situations

Dates: 28th January 2021  Time: 10am – 12.45pm

Who is this course for?

What are difficult client situations? Who are your difficult situations with? How can you respond more effectively to these situations?

This one-day course is for anyone who works directly with clients, customers and service users in an advice role. This course is suitable for both new and experienced staff.

What does the course cover?

This course offers you the opportunity to explore and discuss the challenges that arise in your service, and identify and share tips for dealing with these clients. It will also enable you to plan for and avoid difficult situations that could arise in the future.

Objectives for the day:

  • Explore what is meant by ‘difficult’ or ‘demanding’ clients
  • Consider reasons why clients are or become ‘difficult’
  • Identify responsibilities of the worker and expectations of the client
  • Explore practical strategies for dealing with ‘difficult’ client situations

“Comprehensive explanation and great tools to support the work we do often in difficult circumstances: loved the interactive stuff!” Sophie Ashby, Age UK Essex

“Very relevant, well paced and effective. The use of activities…kept the session interesting all day.” Matt Coulam, Ealing Mencap

“The perfect trainer, information was delivered and explained very well.” Kristina Mickute, Peterborough CAB

“Our whole team took part in the Dealing with difficult callers course which Kerry (the trainer) had tweaked for our needs. The course content was perfect, just what we were looking for covering all aspects of difficult phone situations with a great mix of practical tasks and exercises as well as theory to get us all thinking. Kerry really took time to understand the organisation and design the course around us: even on the day she changed the exercises and content to reflect the needs of the team but without losing the overall aims that we had discussed beforehand. A really useful course and a great trainer!” Victoria, Charity Manager

 FAQs about training and how it is run online.

Prices: Members – £99, Voluntary sector £125 + VAT, all others £145 + VAT

To make a booking, please complete the booking form attached below and forward to us at AdviceUK, 101E Universal House, 88-94 Wentworth Street, London E1 7SA or send it by email to training@adviceuk.org.uk 

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