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Overview
What you will study
Are you unsure how to handle angry customers? Finding your approach only escalates aggression? It’s possible to settle these situations empathetically and reduce stress for all concerned. This Dealing with Difficult Customers course offered by University of Adelaide looks at the sources of conflict and how you can handle them more effectively. You’ll evaluate your current approach to conflict management, consider factors that may be affecting communication, and learn advanced verbal techniques for de-escalation. Ideal for professionals on the frontline, it will help you collaborate with clients of all kinds to problem-solve and achieve mutually agreeable outcomes.
Programme Structure
The program focuses on:
- What is the difference between difficult, angry and abusive customers?
- How can I respond in each instance without escalating the situation?
- What external factors might be contributing to customer hostility?
- How can reflective listening help me demonstrate empathy and understanding?
- What is collaborative language and why is it relevant to conflict resolution?
- How and why should I use effective questioning to gather information?
- What workplace and environmental factors can I change or be more aware of?
- How can I manage my own emotions and stay calm under pressure?
Key information
Duration
- Full-time
- 1 days
Start dates & application deadlines
- StartingApply anytime.
- StartingApply anytime.
Language
English
TOEFL® IBT 79
Delivered
On Campus
Disciplines
Communication Studies View 26 other Short Courses in Communication Studies in AustraliaWhat students do after studying
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Academic requirements
We are not aware of any specific GRE, GMAT or GPA grading score requirements for this programme.
English requirements
TOEFL® IBT 79
Other requirements
General requirements
CRICOS Provider Number 00123M
- Professionals wanting to handle difficult customer situations better – regardless of their level – should attend.
Student insurance
Make sure to cover your health, travel, and stay while studying abroad. Even global coverages can miss important items, so make sure your student insurance ticks all the following:
- Additional medical costs (i.e. dental)
- Repatriation, if something happens to you or your family
- Liability
- Home contents and baggage
- Accidents
- Legal aid
We partnered with Aon to provide you with the best affordable student insurance, for a carefree experience away from home.
Get your student insurance nowStarting from €0.53/day, free cancellation any time.
Remember, countries and universities may have specific insurance requirements. To learn more about how student insurance work at University of Adelaide and/or in Australia, please visit Student Insurance Portal.
Tuition Fee
To always see correct tuition fees
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International
810 AUD/fullTuition FeeBased on the tuition of 810 AUD for the full programme during 1 days. -
National
810 AUD/fullTuition FeeBased on the tuition of 810 AUD for the full programme during 1 days.
Living costs for Adelaide
1328 - 2474 AUD /month
Living costs
The living costs include the total expenses per month, covering accommodation, public transportation, utilities (electricity, internet), books and groceries.
Funding
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