Dealing with customers who have a complaint or grievance requires a high degree of sensitivity and empathy. This course teaches staff and managers who are frequently confronted with complaints the skills of complaint and grievance management, and enables them to develop further in this area.

Seminar content:

Service-oriented communication with customers and efficient response to complaints play a key role in customer satisfaction. This two-day intensive seminar will teach you how to analyse your own communication style and that of the other party, identify and rectify misunderstandings and counter objections. Participants learn how to tap and consciously deploy their own strengths and development potential. They develop their own 'toolkit’ to better manage day-to-day challenges.

• Dealing with complaints and difficult situations
  • Solutions-oriented communication
  • Putting together convincing arguments
  • Dynamic approach to complaints and grievance procedures within the organisation
  • Steps for dealing effectively with complaints
• Complaints and grievances in an intercultural context
• Verbal and non-verbal communication
• Drafting correspondence with respect to complaints and grievances
• Practical exercises for handling objections
• Techniques to defuse complaint situations
• Cultural misunderstandings and their consequences
• Sources of misunderstanding at the verbal, paraverbal and non-verbal level

Do you have questions or need more information? We're here to help you and would be delighted to put together a proposal to suit you. Get in touch!

Dealing with customers who have a complaint or grievance requires a high degree of sensitivity and empathy. This course teaches staff and managers who are frequently confronted with complaints the skills of complaint and grievance management, and enables them to develop further in this area.

Seminar content:

Service-oriented communication with customers and efficient response to complaints play a key role in customer satisfaction. This two-day intensive seminar will teach you how to analyse your own communication style and that of the other party, identify and rectify misunderstandings and counter objections. Participants learn how to tap and consciously deploy their own strengths and development potential. They develop their own 'toolkit’ to better manage day-to-day challenges.

• Dealing with complaints and difficult situations
  • Solutions-oriented communication
  • Putting together convincing arguments
  • Dynamic approach to complaints and grievance procedures within the organisation
  • Steps for dealing effectively with complaints
• Complaints and grievances in an intercultural context
• Verbal and non-verbal communication
• Drafting correspondence with respect to complaints and grievances
• Practical exercises for handling objections
• Techniques to defuse complaint situations
• Cultural misunderstandings and their consequences
• Sources of misunderstanding at the verbal, paraverbal and non-verbal level

Do you have questions or need more information? We're here to help you and would be delighted to put together a proposal to suit you. Get in touch!

Project-related work in day-to-day business is highly varied, and usually entails new experiences and tasks as well as contact with new colleagues. Misunderstandings and conflicts are not unusual in such groups and constellations. Differences in corporate culture come into play – whether it's in the attitude to work, the understanding of hierarchy or passing on information. The way in which everyone involved works, can vary significantly. Our training for collaboration within a team focuses on the causes of such conflicts, and offers you practical tools for dealing with cross-cultural work situations.

Objectives:

• Valuing your colleagues
• Target-oriented and efficient collaboration
• Recognising strengths and potential and using these to best advantage
• Creating an optimal working environment
• Actively driving collaboration

Training content:

The contents of the training are very varied: The final content of the course will be agreed based on individual needs and the participants' requirements. The course content includes team development and the individual roles of employees within the team. How can you increase motivation and deal with objectors and blockers? 

• Phases of team development
• Types of teams and their strengths and weaknesses
• Group dynamics and group processes
• Identifying solutions
• Communication and cooperation
• Clear relationships within the team
• Flexible role design
• Clear goals
• Particular requirements of building a team

Other programme content includes the basics of communication, general organisation and holding efficient meetings, active listening and designing feedback processes. Problematic situations such as subconscious or open discrimination on the part of team members, failure to stick to agreements or not implementing decisions – these are all issues that can have a major negative impact on team work. So it's all the more important to address critical situations such as these. During this course, our qualified trainers will give you various tips and suggestions for dealing with such problems in team work.

The diversity of team members means you also have to address intercultural issues in order to develop sensitivity and tolerance towards other people, as well as an awareness of your own culture.

This is a practice-based course, in particular because the participants bring their own case studies and situations they have experienced into the course with them.

Are you interested in team collaboration training? Simply get in touch with us!