Dealing With The Public Training

Dealing with The Public Training

As successful entrepreneurs, our public image and professionalism are essential elements of working with clients. In this session, you’ll be guided through the complexities that come with dealing with different personalities in challenging situations to learn effective communication techniques for courteous customer service. By participating in this module, your team will have the opportunity to improve their customer service and conflict resolution skills. During the session, effective communication tips, engaging questioning techniques and other essential personal abilities for working with public communities will be discussed. By its end participants are set to become more inspired and self-assured when facing customers – a benefit not only for employers or businesses but also for employees!

Staying ahead of the competition is essential in today’s business climate, which makes Public Training a key component for any organisation. Not only does it give your team and business an edge, but also allows participants to develop new skills that will benefit them both professionally and personally. From effective communication techniques to creating positive impressions – investing in Public Training not only boosts morale amongst staff members but can help take your company success even further into the future.

Learning Outcomes:

When you start dealing with the public you understand just how important it is to be understood and to also understand the person you are speaking with. Our trainers highlight the purpose of communicating via body language. Many people say they can read or “pick up” on the signals, however what signals are we also sending? This section is great for understanding how to create a confident and positive image.

These situations are situations that many of us dread. Most of the time it is because we do not have the skills, or the knowledge to be able to break down the anger and either redirect or diffuse the situation. Our trainers provide insight into how anger takes control and also solutions to assist with calming the angry client down.

Questioning Techniques are one of the best skills to take control and also build perspective. Participants will learn more about these skills and put them to action with a few questioning activities and games.

Building that connection with a customer/client can be rewarding. We show participants how to enjoy the ability to connect with people, and how it will change their own performance and results.

If you are dealing with the public constantly, then you may also recognise the issues that may arise from the many interactions and personalities. Our trainers will discuss and provide some real tools for participants to gain a sense of control and become better and managing stress.

Did you know there was an effective way to close a conversation? There are simple tips here that make closing conversations or phone calls easier leaving your interaction positive.

The power of the mind. Some call it Jedi mind tricks; others may call it Neuro Linguistic Programming (NLP). Whatever you call it, the power of using the voice from within can be both powerful and effective in communication. Our trainers help with understanding how we can use our own voice to motivate and become more confident, whilst also showing how to use it for clearer communication.

Over delivering on the public’s expectations is easy when you know how. Many people find they are stumped when it comes to working out how to over deliver on high expectations. Let our trainers help you find the new skills and improve on your service delivery.

Put an end to others controlling you or treating you
Encourage joint fact-finding.
Variables leading to people demonstrating aggressive and difficult behaviour
Handling difficult people
Dealing with opposition to a considered decision that is dangerous
Accommodating our natural reactions
Connection and problem-solving skills to effectively diffuse and resolve situations that are difficult
Managing those impacted by means of an injury
Preventative strategies to prevent and instantly diffuse conflict
Manage that of others and your private fury
Advanced Conflict resolution
Understand aggressive, assertive, and passive behaviours
Learn the definition, causes and periods of conflict
Keep the lines of communication open
Identify root causes of behaviour that is difficult
Resistance and change
Understand and make use of the three step conflict resolution version
Respond to the filthy tactics some people use to gain power over you
Environmental groups challenging you over land use changes, production, packaging or recycling practices, etc.
Responding to misinformation
Explore the reasons why someone is hard
Understand other people’s behaviours and motives
Keeping composure under pressure
Discuss issues in groups
Don’t take things personally
Negotiate with win-win solutions
Dealing with disagreements over worth
Debt collection with difficult people
Concentrate on establishing long term relationships.
Reading and responding to non-verbals: using techniques to find lying, withholding, hidden anger and other feelings
Feel assertive and successful, no matter whom you are dealing with
Dealing with Neighbours or the community who are upset over perceived well-being or safety hazards, changes to their town or neighbourhood, etc.
Act in a fashion that is trustworthy in any respect times.
Active listening … Drawing them out without defensiveness
Strategies to maintain their particular safety, the safety of co-workers and other clients when coping with challenging or aggressive clients.
Understand the value of communication when dealing with a tough person
The 5 natural reactions to contradiction
Deal with private and others’ rage
Advantage from a confrontation
Perception tests: Making sure you understand before you behave
Handle the flight or fight reactions which prompt challenging behaviour
Body language and how it is able to help or hinder
Hints for handling conflict
Discussion and influencing
Remain calm when handling challenging people
Create some boundaries for yourself
Be an active listener
How to stay calm when things get nasty
Prevent re-occurring difficulties
Words that work
Coping with challenging behaviour
Mediation of disputes
Prevent your relationships being wrecked by negative people
Key components of the alternate method of coping with an upset public
Strategy and practice to manage challenging situations successfully
Service problems
Take responsibility, admit errors, and share power.
Youth relationships and family
Cope with contradiction
Cease feeling stressed by others’ actions
Recognise the worries of the other side.
Deal with relationship issues
Identify a “Difficult Person”
Organisational workplace procedures and security policies
Use assertiveness in a positive manner
Understanding the problem: what’s wrong with the normal method of coping with an upset people?
Counter negativity with positivity
Cope with negative behaviour
Offer contingent commitments to minimise impacts if they do occur
Promises to compensate
When dealing with challenging individuals, maintain your boundaries
Use four key tools for responding to behaviours that are challenging
Bullying and harassment
Handle passive aggressive behaviours
When relating to others build healthy, joyful dynamics
Advocacy groups who want to face you
See conflict as a type communication
Change yourself depending on the situation
People who are angry because you’ve let them down
Get focused on remedies
Keep control when you are talking to challenging people
Communication abilities that help
Listening and showing empathy
Questioning abilities: acquiring the proper information
Aggression and abuse
Using a procedure to address matters and deal with the problems
Problem solving
Focus on what you can do
Speak up assertively in tough positions
Conduct a feedback meeting with a high performer in addition to a “difficult person”

The Deal Framework

Anthony Robbins, and a number of other communicators, indicates that we become skilful at using what he calls The Deal Framework. This session will investigate this idea and practice using it.

Changing Yourself

Earlier we discussed how our perspectives and actions impact others. In this session, we’ll take a deeper look at what we may do to turn those attitudes about, and just how negative approaches can cause negative interactions. We show participants how their attitudes and actions impact others.

Mutual Relationships

This discussion will analyse the idea that, in a connection with another person, our actions are likely to be a self-fulfiling prophecy.

The Ten Commandments of Change

Sam Deep and Lyle Sussman indicate there are Ten Commandments associated with change. Participants see how they may be used and as a group we will look at these commandments.

Why Don’t People Do What They Are Supposed To?

There are a million potential answers to this question, but we will discuss the ten most common reasons.

Managing Anger

This session will share some techniques others have used to manage their anger and frustrations. Participants will undoubtedly be encouraged to share their particular experiences and techniques. In this session we help employees with coping strategies for dealing with difficult situations and difficult people.

The Five-Step Procedure

During this session, we will look at a five-step procedure that can help participants solve conflict.

Dealing with Issues

Participants will work in little groups to explore eight ways of coping with difficulties. We also provide effective and new methods for dealing with difficult individuals.

Preventing Problems

There are lots of key ways that we can prevent problems from occurring. These strategies will undoubtedly be analysed in small group work and in a discussion. We also identify times when employees have the right to walk away from circumstances that is difficult or that could escalate into a worse situation.

Coping with Change

Change can be difficult for many. Through small group work and a panel discussion, participants will analyse change during this session.

Reasons for Challenging Behaviour

This discussion will examine the four concerns that everyone has and how we can make do with them. We delve into the customer world a little more with experiences and stories from the group. Our trainer will also provide feedback or suggestions for some of the issues.

De-Stress Alternatives You Can Use Right Now

To conclude we will look at five techniques participants may utilise to unwind. We’ll also share a listing of surviving ideas. More techniques are provided for managing and dealing with anger and frustration.

Tailored Training On Offer.

At Paramount Training and Development, we understand that your business needs are unique. That’s why our workbook editors specialise in creating custom solutions when it comes to topics related to training or development. Just tell us what you need and how you want it delivered, then let us take care of the rest! Need more information? Don’t hesitate – call 1300 810 725 today for a personalised consultation about all that our IMPACT system can do for successful team training sessions.

Nationwide training programs are available in Australia’s sought-after locations, such as the sunny Gold Coast, vibrant Sydney and artful Brisbane. Furthermore, take advantage of opportunities also offered in Melbourne, Darwin, Perth , Parramatta Canberra and Adelaide.

Dealing with The Public Training Outline

Course Overview

We will start our workshop by introducing ourselves and creating a connection, with all the participants. After that we will give an overview of what to expect during this learning experience. We will also take some time to understand each individuals objectives so that everyone can work towards achieving their goals.

Topics covered in this course


Our trainers will equip you with the tools to communicate effectively not just through words but also through body language. Working closely with our team you will learn how to exude confidence and project strength of character in any situation. Don’t miss out on this session as it reveals how nonverbal communication can speak louder than words!

Handling Angry Clients

Our dedicated trainers will provide insights into understanding anger dynamics. Teach you effective ways to respond in difficult situations. With their guidance you’ll be able to master techniques for managing emotions and regaining control.

The Art of Asking Questions

In this session you’ll have the opportunity to develop a skill; questioning techniques. Through activities we’ll dive into your thought process and help you gain a broader perspective. Get ready for some fun challenges that’re sure to sharpen your problem solving skills.

Building Strong Connections

Establishing connections, with customers/clients can be incredibly advantageous. In our program we aim to show participants the importance of establishing connections. How it can positively impact their performance outcomes.

Techniques for Stress Reduction

During this training our experts will demonstrate strategies for managing stress. Provide practical tools that empower participants to take control of their well being.

Ending Conversations Politely

Participants attending this session will learn techniques, for concluding conversations in an meaningful manner leaving a positive impression. Discover tips that make wrapping up conversations or phone calls easier!

Wrapping Up the Workshop

After an engaging day of exploration students will have the opportunity to ask questions and create an actionable plan to further enhance their learning experience.

Learning Outcomes

Customised Training Session For Teams (Included No Charge)

Our custom-tailored training courses let you shape the perfect experience for your employees. We’ll work with you to ensure everything from workbook style, delivery method, activities and certificate color are just right – all without any extra cost! On top of that, we provide a collective assessment process which allows us to fine tune the learning curve even further – so everyone can reach their full potential in every session.

In-House Customised training benefits:

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Creating Content (Contact us for Quotation)

You don’t have to settle for pre-made materials; we are willing and able to create custom content that meets your exact specifications. Whether you want adjustments in logo inclusion, page number design or background color – we can guide you through it all! And if required, bilingual training manuals designed with comprehensive technical data is also possible. Get in touch today get creative about crafting a unique training session tailored just for you!

Instructor Led 1 on 1 Workshop

Looking for the perfect course to help you succeed in your professional life? Our expert trainers are here to support and guide you! Book now, and select a date that fits with your schedule – no waiting time required. Take advantage of our online Zoom sessions which can last anywhere between 4-6hrs depending on what works best for you.

1 Hour Instructor Led Session

Elevate your professional career and explore possibilities with our expert trainers. Deep dive into any modules, courses or workplace skills – all from the comfort of home via Zoom! Seize this opportunity to gain specialised insight in just one hour.

What's Included?

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Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.

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Thank you for choosing to work with us. We would like to help build a session that suits you. You may have already received a sample from our team, however we would like to learn more about your needs.


Contact Our Team

Contact our staff for any question, request or assistance.
We are always available to help.