Wednesday, 27. November 2019, The Folk Hall, Dealing with Difficult People & Handling Haters

from 27. November 2019 - 10:00 till 15:00

The Folk Hall

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Event description
WEDNESDAY 27TH NOVEMBER, 10:00 – 15:00

We have all been there. The feeling of nausea in your stomach when you receive a complaint, a bad review, a refund request, an email that is less than complimentary about you, your team, your product or your service.
It feels horrible.
You try so hard to keep everyone happy.
You put your heart and soul into your clients and customers.
You sacrifice time with your family and your friends, you work hard, you anticipate people's needs, you make your services as exceptional as they can possibly be, you take your customer service very seriously - but for this person none of this was enough, your service or product was not good enough - you were not good enough.
What more could you possibly give?

We have all been there. We have all felt that way.
The disappointment, the frustration, the disbelief, the unfairness, the powerlessness - the last thing you want is to make this any worse, you have spent so long building your reputation. It is important to you.

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So how do you handle it?
Maybe they have a point. Maybe they don't.
Maybe you can resolve it privately. Maybe it will go public and you will have to **** it on social media.
Maybe they will break a contract and you will have to go after the outstanding amounts in court.

It is a situation rife with uncertainty and it creates rumination, over analysis and ultimately leaves you with low mood feeling disillusioned around the behaviour of other people. This causes prolonged stress which is never a good thing.

Some people are toxic.
Some people are here to cause drama and destruction.
Some people are wounded.
Some people are irrational and unreasonable.

It is just the way it is - but we have no control over them so let's just focus on you. So that you never have to be in the position where you don't know what to do again and you are always in the power position of making a sound decision, whatever that might be.

There is always a way.
There is a "hospitality" mindset that you can develop, that protects you and allows you to separate yourself and your emotion from the situation so you can see the whole picture from three perceptual standpoints.
There are people skills that you can consider when looking for the "real" motivation for the complaint and the actual service failure which then allows you to make a good decision as to how to respond in service recovery.
There are language techniques that take the "sting" out of any emotionally charged situation and increase the likelihood of a mutually agreeable outcome.
There are processes that you can run any complaint through so that you can ensure that not only do you get to the bottom of it but that you can take away learning from it and resolve the situation without further conflict.
Let's **** it regardless of the "principle" the best possible outcome is always win-win.

After our day together you will -

Know when it is worth responding and when it is worth "folding".

Understand why people react the way they do, how to identify the need not being met and what to do about it. 

Know how to craft a customer service response and how to avoid repetition in the future through FAQs and canned responses and boundaries / qualifying criteria.

Be able to manage your own emotions in the moment, stay calm, present and listen without needing to engage - maintaining you self respect and acting with grace and graciousness.

Be able to understand your role and responsibility in the situation and take the positive learning for the future.

Be clear on what and who really matters to you, strengthening your mental resilience.

Be able to craft public responses for social media that convey your point without damaging your reputation.

Change your relationship with conflict so that you can respect yourself and others even when your opinions differ.

You will be able to handle difficult people, in emotionally charged situations and the haters that come with increased visibility and success, confidently, in a way that honours your values and is in alignment with your self and brand, maintains your composure while asserting your position and has the intention of resolution and a mutually acceptable outcome.

✪ Full Day Workshop 10.00 - 15.00✪ Small group (max 12 people)✪ Lunch and Refreshments✪ Workbook

✯ £65 
Want to add the preceding workshop "Overcoming the Vulnerability of Visibility"  on the 29th October 2019 ?
✯ £110

Want to know more about me? 

Want to chat to me to see if this is right for you?✯ Book a 15 minute Zoom Call : 

Dealing with Difficult People & Handling Haters, The Folk Hall event

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