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This training is aimed at those who have to manage complaints or claims from other people with whom they interact: whether they are customers, suppliers, co-workers or subordinates, and want to master a structure that allows them to do so constructively, while facilitating them to maintain a good relationship with the other party (or even improve it).
We explain the role of our emotions in managing the complaints and claims we receive, and why we sometimes find it difficult to react or manage them constructively.
We analyze the prejudices we have when judging situations, and how they affect the way we take things and react.
We explain, and practice, the common thread that we can use to manage this type of situations in a constructive way (what to do and say at each moment, in what way and in what order), and thus learn from it.
Print the exercise sheets (1 copy of each for each person).Print the cards memocards (1 copy of each for each person)
Flip-chart and markers
Purchase the training.
Sign up for a free 2-hour TTT session, to solve all your doubts.
You will receive the call for applications by e-mail
495,00 €
(+ VAT, in Spain)
Classroom: 4 hoursOnline: 3,5hMethodology: 2-3 role plays (there is 1 optional) and 1 group exercise.Trainer's guidePowerPoint of support1 OnePager with the summary, to follow up2 tokens memocard for participants3 exercise cards1 action plan form1 session of Train The Trainer of 2 hours to solve all the doubts you may have.
