Customer Service

Dealing with Difficult and Challenging Situations

Our fundamental approach to dealing with difficult situations is based not on the words that are said but on the alignment of emotional approach and reaction to reflect the exact message of the words. If an individual is feeling angry, threatened, unfairly criticised, or upset, this will be communicated to the other person regardless of the words said.

    Content Overview

    Dealing with difficult and challenging situations will include:

    • Help to identify and understand challenging behaviour and difficult customer situations, working in small groups to look at difficult situation examples

    • Through a debrief identify the potential reactions to challenging behaviour and difficult situations and the costs of these reactions

    • What is a difficult situation/behaviour? Small group work

    • Debrief and identification of the potential reactions to difficult behaviours and the costs of these reactions

    • Perception – an activity which highlights how we all see the same situation but hold very different perceptions of the situation

    • Jigsaw Discovery Tool - learners will be guided along their personal journey’s of discovery to increase their awareness of self and understanding of how their actions and behaviours are perceived by others.

    • Introduction to the brain science behind why people become difficult to deal with

    • Development of strategies to deal with difficult behaviours, based upon the latest research in Neuroscience

    • Three steps to assertiveness

    • How to say no and mean no




    Through dealing with difficult and challenging situations, learners will:

    • Have the confidence to deal with a difficult situations

    • Have a fresh insight into why people become difficult

    • Develop practical & constructive strategies that work

    • Be able to put sound psychological and neuroscience research and knowledge to practical use

    • Be more effective in dealing with a difficult situations

    Who should attend?

    Anyone who works in an environment where difficult and challenging situations are an everyday occurrence

    Contact Jigsaw@work on: Tel: +44 (0) 1924 864444    Email: .(JavaScript must be enabled to view this email address)