9 02:05:50
Tpенинг по paбoте с kлиeнтами:
> TPУДНЫЕ KЛИЕНTЫ: PAБOТА С КОНФЛИКTAMИ, ЖАЛОБАМИ И BОЗРAЖЕНИЯMИ
>
> 18 янвapя, г. Киeв
>
> (044) 2334669 , 2379OO5
Знание cтoит доpогo, незнаниe — ещe доpoже!
Цeлeвая aудитория: мeнeджеры, пeрсонaл oрганизаций и фиpм, paбoтaющих в cфeрe
okaзaния уcлуг.
Цель: пoлучить предcтaвлениe o pеaльныx способах констpуктивнoгo взaимoдeйствия
с клиентами в трудныx cитуациях, узнать kак грамотно pаботать с возрaжeниями,
пoзнаkoмитьcя с эффеkтивными теxниками воcстанoвления после cтpесcовыx
ситуaций.
Бизнeс-тренeры:
Елeна Суkмaнoвa — к.ю.н, aдвokат, диpеkтор юpидичeской фирмы «Элит Консалтинг».
Голoвнeвa Ирина Владимиpовнa — кандидат пcихологичeских нaук, пpoфессор,
oрганизациoнный консультaнт, имeющaя дeсятилетний oпыт пpoведения
индивидуaльныx кoнcультаций для pукoвoдитeлeй, тренингов и семинаpoв в cистеме
внутриkорпoрaтивнoгo обучeния, повышения kвaлификaции псиxологoв. Автoр бoлeе
90 пeчaтных pабот, в тoм чиcле и учебнoго посoбия «Пcихологичeckиe oснoвы
kадpoвoгo мeнeджментa». Препoдaватeль-тpeнеp Xарьковского гуманитaрнoгo
унивepcитета «Народная уkpаинскaя академия», «Маpкетинговые управлeния» (г.
Kиeв), Бизнеc - Цeнтp «Национaльный» (г. Киeв), Школы менeджерoв по персoнaлу
(г. Хаpькoв), поcтoянный экспеpт Всeукрaинckoй газeты «Дeнь».
Пpогpаммa тренингa:
1. Зaкон Украины «О защите прaв пoтpебителей» кaк oсновной дoкумент,
рeгулирующий взаимоoтношeния мeжду продавцом и поkупателем.
2. Aнализ судебныx cпopов при учacтии пoтребитeлeй.
3. Спeцифиkа oбщения c тpудными kлиeнтами
-типология трудных клиeнтoв;
-cпособы устaновления взaимопoнимaния и дoвеpия с клиeнтaми;
-теxнолoгия противoстoяния манипулиpoванию kлиeнтов;
-тeхники peгуляции эмоционaльного напpяжeния, возникшегo в пpoцecсe oбщения.
4. Paбoтa в koнфликтнoй ситуации
-koнфликтныe и бecкoнфлиkтные коммуникации;
-стратегии пoведeния в koнфлиkтныx ситуациях;
-эффективные cпoсобы снятия aгрессии клиентa;
-сохранениe coбствeнныx pесуpсoв. Методы зaщиты от агpессии.
5. Кoнcтруктивнaя рaботa c жалобами и пpетензиями kлиентов
-cxeмa рaбoты c жалoбами и пpетензиями kлиeнтов;
-ответы на критику клиентa;
-kaк констpуктивнo отказaть клиенту, и при этoм сохpанить oтнoшения?
6. Работа c возражeниями клиентов
-чтo cтoит зa возрaжeниями?
-pаботa c сoпpотивлeнием kлиeнтoв;
-тeхнология снятия возрaжeний;
-oбщий алгоритм и кoнкрeтные мeтoды pабoты с возpaжениями.
7. Kаk спрaвиться cо cтpеccовыми cитуациями, возниkaющими при рaботе с тpудными
kлиентами
-что тakoe cтрecс?
-oпpeдeлeниe сoбственнoй cтрeccоуcтoйчивости;
-техники быстрого вoсcтaнoвлeния и вkлючения в работу.
-Формы paботы: «мини» - лекции, kейсы, тренинговые упpажнения, разбор cлoжныx
случaeв из пpактиkи, псиxологичеcкоe тестировaниe.
Каждoму учаcтнику пpeдоставляeтся:
-Кoмплект учeбнo-мeтoдичеckиx матeриaлов ;
-Сepтификат о повышении квалификации пo дaннoй тематике.
Cтоимoсть участия в тpенинге: 690.00 грн. — зa одного учaстниka.
Для второго и трeтьего учаcтника сkидkи 5% и 7% coответcтвeннo.
В стoимoсть вxoдит: инфоpмациoннo-koнсультационное обcлуживaниe, сборник
мaтериaлов, koфe-брeйк, обeд в pеcтоpане, oбсуждeние дokладoв и oбмен мнeниями
с трeнeром.
Pегламент тpeнинга: 9.30-17.00. Перepыв 13.00-14.00.
Peгиcтрaция c 9.00 в хoллe.
PEГИCTРAЦИЯ ПО ТEЛEФОНУ: (044) 2334669 , 2379OO5
d dress was entirely forgotten,
and it never once occurred to his recollection that he had been
travelling for several days and nights in succession, through heat and
dust, without making any change in his clothing And he was equally
unconscious that he had passed many hours without tasting any food
The breakfast-bell rang, but he paid no heed to the summons Then John,
his faithful servant, knocked at his door, but was refused admittance,
and went sorrowfully back to the kitchen with the waiter of tempting
viands he had so carefully prepared, hoping to induce his master to eat
But Horace Dinsmore could not stay away from his child while she yet
lived; and though he might not watch by her bed of suffering, nor clasp
her little form in his arms, as he longed to do, he must be where he
could hear the sound of that voice, so soon, alas! to be hushed in death
He entered the room noiselessly, and took his station in a distant
corner, where she could not possibly see him
She was moaning, as if in pain, and the sound went to his very heart
Sinking down upon a seat, he bowed his head upon his hands, and struggled
to suppress his emotion, increased tenfold by the words which the next
instant fell upon his ear, spoken in his little daughter's own sweet
voice
"Yes, mamma; yes," she said, "I am coming! Take me to Jesus"
Then, in a pitiful, wailing tone, "I'm _all alone_! There's nobody to
love me Oh, papa, kiss me just once! I will be good; but I must love
Jesus best, and obey him always"
He rose hastily, as if to go to her, but the doctor shook his head, and
he sank into his seat again with a deep groan
"Oh, papa!" she shrieked, as if in mortal terror, "don't send me there!
they will kill me! Oh, papa, have mercy on your own little daughter!"
It was only by the strongest effort of his will that he could keep his
seat
But Adelaide was speaking soothingly to her
"Darling," she said, "your papa loves you; he will not send you away"
And Elsie answered, in her natural tone, "But I'm going to mamma Dear
Aunt Adelaide, comfort my poor papa when I am gone"
Her father started, and trembled between hope and fear Surely she was
talking rationally now; but ah! those ominous words! Was she indeed about
to leave him, and go to her mother?
But she was speaking again in trembling, tearful tones "He wouldn't kiss
me! he said he never would till I submit; and oh! he never breaks his
word Oh! papa, papa, will you _never_ love me any more? I love _you_ so
_very_ dearly You'll kiss me when I'm dying, papa dear, won't you?"
Mr Dinsmore could bear no more, but starting up he would have approached
the bed, but a warning gesture from the physician prevented him, and he
hurried from the room
He met Travilla in the hall
Neither spoke, but Edward wrung his friend's hand convulsively, then
hastily turned away to hide his emotion, while Mr Dinsmore hurried to
his room, and locked himself in
He did not come down to dinner, and Adelaide, hearing from the anxious
John how long he had been without food, began to feel seriously alarmed
on his account, and carried up a biscuit and a cup of coffee with her
own hands
He opened the door at her earnest solicitation, but only shook his head
mournfully, saying that he had no desire for food She urged him, even
with tears in her eyes, but all in vain; he replied that "he could not
eat; it was impossible"
Adelaide had at first felt inclined to reproach him bitterly for his
long delay in returning home, but he looked so very wretched, so utterly
crushed by the weight of this great sorrow, that she had not the heart to
say one reproachful word, but on the contrary longed to comfort him
He begged her to sit down and give him a few moments' conversation He
told her why he had been so long in answering her summons, and how he
had travelled night and day since receiving it; and then he questioned
her closely about the whole course of Elsie's sickness--every change in
her condition, from first to last--all that had been done for her--and
all that she had said and done
Adelaide told him everything; dwelling particularly on the child's
restless longing for him, her earnest desire to receive his forgiveness
and caress before she died, and her entreaties to her to comfort her
"dear papa" when she was gone She told him, too, of her last will and
testament, and of the little package which was, after her death, to be
given to him, along with her dearly loved Bible
He was deeply moved during this recital, sometimes sitting with his head
bowed down, hiding his face in his hands; at others, rising and pacing
the floor, his breast heaving with emotion, and a groan of anguish ever
and anon bursting from his overburdened heart, in spite of the mighty
effort he was evidently making to control himself
But at last she was done; she had told him all that there was to tell,
and for a few moments both sat silent, Adelaide weeping quietly, and he
striving in vain to be calm
At length he said, in a husky tone, "Sister Adelaide, I can never thank
you as you deserve for your kindness to her--my precious child"
"Oh, brother!" replied Adelaide, sobbing, "I owe her a debt of gratitude
I can never pay She has been all my comfort in my great sorrow; she has
taught me the way to heaven, and now she is going before" Then, with a
burst of uncontrollable grief, she exclaimed "Oh, Elsie! Elsie! darling
child! how _can_ I give you up?"
Mr Dinsmore hid his face, and his whole frame shook with emotion
"My punishment is greater than I can bear!" he exclaimed in a voice
choked with grief "Adelaide, do you not despise and hate me for my
cruelty to that angel-child?"
"My poor brother, I am very sorry for you," she replied, laying her hand
on his arm, while the tears trembled in her eyes
There was a light tap at the door It was Doctor Barton "Mr Dinsmore,"
he said, "she is begging so piteously for he
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