What is “Amygdala hijack“? What happens in our brain and what is the mechanism which is activated when we feel threatened? Can we recognize these emotional states in our "difficult" clients and react adequately? Can we soothe these clients and serve them professionaly? This training is designed to answer all these questions and to give participants an opportunity to practice their skills as well as to receive feedback and recommendations.
Participants will learn:
to recognise different types of "difficult" clients and their distinctive reactions;
how to explain their behavior;
how to cope with your own emotions and react adequately and professionally;
to practice your skills and what you leared in your workplace .
The training contains 2 modules:
Module 1 - Theoretical part
Module 2 - Practical part - practicing in real working situations in the presence of a trainer; receiving feedback and recommendations.
Suitable for: employees working with clients (call centers, sales, etc.)
Optimal number of participants:
Module 1 - up to 12 participants.
Module 2 - individually.
If you need more information, please contact us.