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guide contents

learning objectives….……………………….............. 3

icebreaker..……………………………………………. 4

active listening discussion.………………………….. 5

conflict resolution.………………………………......... 6

your most difficult customer.………………………… 7

methods of follow up…………………………........... 8

avoiding blame with co-workers.……….................. 9

avoiding blame scenario..……………….................. 10

discussion: building relationships………………….. 11

specific challenges & action plan…………………… 12-13

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learning objectives

Gain an understanding of the benefits of active listening

Practice conflict resolution based on real scenarios

Learn from our most difficult customers

Discuss effective methods of follow up

Learn how to avoid blaming co-workers

Discuss effective relationship building techniques

Devise an action plan for current challenges

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icebreaker

Are You a Difficult Customer?

Have you ever been or observed a difficult

customer OUTSIDE of your work

environment? Think about the situation.

What happened, how was it handled? Did

the service representative actively listen to

you or the customer, communicate, resolve

conflict, sympathize, resolve the problem,

call in their boss, ignore it, follow up, etc…

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active listening discussion

In the Grace Hill course, you learned that

active listening is a structured form of listening

and responding that focuses the attention on

the speaker.

Keys to Active Listening! Concentrate Make eye contact Repeat in your own words Move to a quiet location Remove barriers between you and the customer Express sympathy and thank them

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conflict resolution

Four Ways to Respond to Conflict:

Scenarios:

1.

2.

3.

1.

2.

3.

4.

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your most difficult customer

Who was your most

difficult customer and

how did you handle it?

Share with the class.

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methods of follow up

Follow up is important!

How do you do this?

What are some effective methods you use to follow up?

If the problem is not resolved by the time you

conclude your conversation with your

customer, you must let them know what the

next steps are:

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avoiding blame with co-workers

Blame is one of the biggest causes of conflict with co-workers.

Do you remember the key points on how

to effectively communicate with co-

workers? Part of this was avoiding

blame.

To avoid this situation, remember

to use statements

and avoid statements.

Due to the confidentiality of your situations with

co-workers, do not discuss any real life scenarios.

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avoiding blame scenario

1.

2.

3.

Mark, the Maintenance Supervisor, is staying

late every day because there are so many

service requests to complete. Frank, his

Maintenance Technician, has been coming in

late and leaving early every day for about

three months now because he has a new

baby. Mark was very understanding of

Frank’s situation at first having three kids of

his own and approved his relaxed hours.

Now he feels Frank is taking advantage of

him. Which is the best way for Mark to

address Frank when he walks in late?

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discussion: building relationships

What other key points do you

remember and/or have used effectively

from the online course on building

relationships with co-workers?

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specific challenges & action plan

Write down an action plan on what you are

going to do to handle them.

Be specific when you write these down.

This is only for your reference.

Think beyond the yelling residents and

screaming co-workers.

What are

your specific

challenges

you are

currently

facing?

Do you have a difficult customer or co-worker

situation you have to take care of when you return

to work? If you cannot think of any current

challenges, simply write down action plans on how

you will now improve handling difficult customers,

improve follow up and build better relationships

with co-workers.

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specific challenges & action plan (continued)

Notes: