In today’s service-driven environment, employees are increasingly faced with challenging client interactions that may escalate into conflicts if not managed effectively. This training addresses the need for improved client awareness, persuasion, influence, negotiation, and conflict resolution strategies in order to promote positive client relationships, protect the organisation’s reputation, and enhance service quality.

TARGET PARTICIPANTS

This program is designed for professionals in client-facing roles including customer service representatives, consultants, account managers, and anyone who handle sensitive or challenging client situations.

WHAT WILL YOU GAIN

• Understanding of Conflict Triggers: identify the root causes of difficult client situations and how they escalate

• Customer Behaviour Insights: recognize different client personalities and adapt your approach accordingly

• Confident Communication Skills: communicate clearly, calmly, and assertively under pressure

• Persuasion & Influence Techniques: apply proven methods to shift conversations toward positive outcomes

• Negotiation for Win–Win Results: create solutions that balance client needs with organisational objectives

• Conflict Resolution Strategies: manage tension constructively and de-escalate challenging interactions
  

• Practical Application: practice real-life scenarios to build confidence and immediate workplace readiness

• Professional Mindset & Resilience: maintain composure, professionalism, and a positive attitude in demanding situations

FEES

• HRDA Beneficiaries: €140 (after subsidy)

• Non-Beneficiaries: €260 (plus VAT)

• Unemployed individuals and ILA holders: Free participation (subject to HRDA eligibility)