Prices: £127.50 + VAT (member) / £255 + VAT (non-member)
Dealing with difficult or emotional clients and tough client situations is part of being a professional advisor. The key to turning these encounters into a positive scenario is all about remaining calm and centred yourself, accepting their emotions for what they are, and taking the time to build rapport and empathise with them. Doing so ultimately creates a more productive, supportive and energising work environment for all.
This workshop will provide you with an opportunity to explore emotion in the workplace with an emphasis on increasing awareness and recognition of the impact of emotion on clients and individuals, including ourselves. We will: explore the triggers and impact of emotion; build connection through empathy and rapport; recognise key skills; and share practical tools and techniques to engage and manage emotion appropriately.
As a result of attending this workshop you will develop increased awareness and practical tools to:
- understand emotions and their triggers
- control your own emotions and master your response
- explore and acknowledge the underlying challenges and triggers
- build connection through rapport and empathy
- develop your toolkit with practical tools and techniques
- seek alternative outcomes and effective action
