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.
This workshop will provide you with an opportunity to explore emotion in the workplace with an emphasis on how to deal effectively with emotional clients; understand the triggers and impact of emotion and share practical tools and techniques to engage and manage emotional clients successfully.
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 rapport and empathy
develop your toolkit in relation to listening and questioning, frames and assumptions, and stimulus and response