Course Title
Dealing with Challenging Behaviour in a Service Delivery
Context (Level 2)
Level 2
For Information Providers
who have completed the Information Provider Programme (IPP)
and have at least one years experience of giving
information to the public
Date
Thursday 6th May 2010
Venue and Time
Athlone Education Centre, Moydrum Road, Athlone, Co.
Westmeath (10.00am – 4.30pm)
Presenter
Helen McDermott, Customer Service Executive, Citizens
Information Board
Limited
to
15 participants
Aim
To enable participants to develop their customer
relationship skills to better manage challenging situations
in a service delivery context.
Learning Outcomes
On completion of this course participants should be able
to:-
- define Good Customer Service
- communicate an understanding of challenging behaviour in various circumstances.
- deal with challenging behaviour in line with ''Guidelines for Citizen Information Services relating to Challenging or Difficult Clients”
- use verbal and non verbal communication methods to effectively deal with customers
- use tactics to help manage challenging behaviour
- deal assertively in handling complaints with empathy and efficiency
- perform positively and professionally under
pressure
Closing Date
Thursday April 22nd 2010
Applications and enquiries to: Central Training Administrator, Gillian Strain, Citizens Information Board, George's Quay House, 43 Townsend Street Dublin 2 Tel: 01 605 9020 Email: gillian.strain@ciboard.ie
Note: Please do not send a cheque to the Citizens information Board. An invoice is issued after the event.
