Management of difficult situations - Disruptive Passengers
(14 hrs)

Level

Initial training

Target audience / relevant staff

Any agent in contact with customers.

Objectives

• Understand mechanisms of triggering a conflict and prevent its occurrence.
• Know how to manage a conflict situation.
• Stress Management and professional attitude maintenance.

Contents

Theoretical

• Understanding of the phenomenon.
• Conflict definition;
• Regulatory and legal aspects.
• Principles of prevention: Identify a sensitive situation to better anticipate: different types of customers and difficult behaviors / Information conveyed by body, gestures and looks / Conditions of occurrence, escalation and spread of conflict / Evaluate situations .
• Taking Human Factors into account.
• Know how to analyze the passenger.
• Defuse conflict situations: Managing a difficult situation / Effective methods to defuse tensions / Identify the needs and expectations of the client / Analyze the causes of dissatisfaction / Reciprocity of behaviors in the customer relationship.
• Know how to communicate: Active listening and reformulation / Constructive Solutions / Establish a positive relationship: principles of good communication
• Attitudes and actions: Get to know each other better in order to better manage a difficult situation: Understand your emotions for a better self-control / Understand your own behavior in front of customer / Develop affirmation of self in respect of the other.
• Safety distances: Know how to protect yourself / Know how to protect yourself psychologically and physically.
• Stress Management: Manage your emotions and maintain a positive attitude / Stress management techniques / Know how to manage and analyze your cold reactions.

Practice

Role playing / Recorded cases studies.