Handling Difficult and Aggressive Callers Professionally

Getting understanding and co-operation from an angry caller is not an easy task for most people at the workplace. This training is directed to help participants improve their ability to cope with various difficult behaviours from callers in order to turn them into allies at work.

Course Objectives
The course will help participants to:

  • Understand and reflect on why people behave the way they do in difficult situations
  • Learn strategies to effectively manage difficult customer-situations
  • Recognize and manage their own negative feelings when handling angry callers
  • Increase personal resilience and gain confidence in handling clients appropriately
  • Develop communication skills such as active and empathetic listening
  • Deal effectively with a variety of difficult people
Course Outline
  • Identifying and managing difficult personalities
  • Analyzing your reactions with a difficult person
  • Developing a positive mental attitude to be assertive
  • Understanding people’s behaviour and their thinking
  • Understanding and managing your own stress and anger
  • Who are the difficult people and who are the good people?
  • Preventing the factors that destroy relationship and goodwill
  • Improving communication skills to overcome negative behavior
  • Managing relationship for a win/win outcome with good communication and problem-solving skills
  • Case studies with the different types of difficult people over the phone
  • Summary and back-to-work application
Who Should Attend
Staff members who have to deal with difficult and aggressive callers and people
About The Trainer

Handling Difficult and Aggressive Callers Professionally 1

Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation’s training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.

Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.

Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.

Testimonials
“We are delighted to have attended your training. Your good understanding of our work context and the interesting ways which you delivered the important messages attracted the our attention and learning. The value-added service pointers gave us a firm foundation to model and learn from.”
– Manager, Nanyang Polytechnic

“The knowledge and skills shared were greatly appreciated and I could better equip myself in managing their difficult customers situations more confidently. I believe I can bring service to the next level after attending this course.”
– Customer Service Executive, Loreal

“The case studies, examples and service role playing are very applicable to our line of work. Catherine understands our job nature well and is able to provide practical skills for us to apply in our daily work.”
– Customer Service Manager, Mobile One

Live Virtual Learning
29 Jun 2021

Time

  9:00 am - 5:00 pm

Duration

1 Day

Cost

  S$500 (Nett)

Live Virtual Learning

Enjoy $100 off the course fees for Live Virtual Learning on Zoom
(Fees quoted is before the S$100 rebates)
RSS
Follow by Email