Managing Adversity: A Service Excellence Approach

“Why am I the one who has to deal with this?”

We can all relate to this feeling. Difficult situations come up in everyone’s workplace. Whether you’re a team leader, an analyst, or a clerk at a customer service counter, excellence in how a service is provided to an internal client (colleague) or to an external one (customer) can be a determining factor in how a business or sector performs. As customers’ needs and behaviours evolve, so too do workplace approaches to delivering excellence. Successfully managing difficult situations is a cornerstone of customer service.

How you choose to view and handle adversity plays a critical role in your professional and personal development. It can even influence your organization’s productivity and reputation.

Change is the currency of our knowledge economy, and its disruptive nature is precisely what spurs on innovation. Asking what opportunities an obstacle presents opens up new options. The ability to turn adversity against itself is a skill that can be learned and which brings value to how individuals, teams and organizations deliver customer service.

This workshop explores the role of perception, action, and intention in overcoming service-based challenges.

  • Topics
  • Audience
  • Instructor
  • Surveying difficult situations in the client service context and deconstructing their complexity (in-person, via email, social media, etc.)

  • Reframing conflict: there are no difficult people, just difficult behaviours

  • Exploring and controlling the variable of perception in a communication exchange

  • Shifting the power dynamics of various interactions and highlighting communication blind spots

  • Understanding the critical importance of goal-oriented communication

  • Building one’s “personal brand"

  • Front-line staff dealing with customers
  • Employees providing services to internal and external clients
  • Managers and team leaders looking to positively shape organizational culture
  • Individuals interested in leadership and growth

Jocelyne Durand, M. Ed. is a Certified Executive Coach with the Boss Whispering Institute (BWI), specialized in coaching “abrasive” leaders and a Organizational Ombudsman Practitioner member of the International Ombudsman Association (IOA).  She manages her business, Consciousness 360, since 2011.  She teaches at the Centre for Continuing Education since 2011 offering the workshop Dealing with Difficult behaviours, and more recently Equip Yourself to Tackle Difficult Behaviours – a Specialized Approach and Managing Adversity: A Service Excellence Approach.  She has worked for the Public Service for 17 years as a learning specialist and in her last years as a consultant, specialized executive coach, organizational ombudsman and conflict resolution practitioner.  She is an andragogue, a Neuro-linguistic programming trainer and Master Practitioner and is certified in Methods of Japanese Psychology. She practices as a certified naturopath since 1991.

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