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Handling challenging interactions with confidence (15 Oct – 2)

Due to high demand, we have added an additional session for Friday 15 October on Handling Challenging Interactions with Confidence.

Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number of challenging interactions they have had to deal with. This interactive webinar is designed to equip you with a range of techniques and approaches you can apply when faced with dealing with a difficult or challenging customer situation.

Participants will have the opportunity to reflect on how they currently deal with challenges and conflict, identify their areas of strength, and capture ideas on how they can personally improve to achieve great results.

This session is ideal for those on the frontline, customer-facing staff & managers.

A member only interactive workshop delivered virtually – ideal for working with others through a small amount of group work, sharing information and learning from best practice and the latest insight, through facilitator presentation and reviewing scenarios and examples.

This session will run with a minimum of 8 participants and a maximum of 12.

If you have teams of 12 or more, we can run the session for your organisation in groups of 10 to 12 people.

Facilitated by The Institute’s Academy and based on our latest research and best practice.

Please note that this ticket is non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person, subject to your prior notification.


Fri 15th October 2021


09:30 - 13:00

Who Can Attend

TAN and DR Members only


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