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The group discussions were helpful and kept me engaged. Instructor was very knowledgeable about many topics. Great course!
Comment from Service Canada

1. Title

  • Managing Difficult Behaviours for ITIL Service Desk Professionals (DIFBEH, 1 days)
    View PDF

2. Course Pre-requisites

  • Previous experience in a service desk role

3. Target Audience

  • Service desk professionals who want to better manage inappropriate behaviour

4. Dates and Pricing


2 People for Guaranteed Live or Virtual Delivery $650.00 per person

5. Outline

Module 1: Managing the Other Stuff

Topic 1: Common Mistakes in Dealing with the Public

Topic 2: Creating a Positive Physical Environment

Topic 3: Identifying the Mood of the Situation

Topic 4: The Art of Communication

Topic 5: Power Struggles

Topic 6: Stimulating Creativity

Topic 7: What is Good Customer Service?

Topic 8: The Qualities of Good Customer Service

Module 2: Personality Types and Preferences

Topic 1: The Anatomy of the Brain

Topic 2: The Human Brain: From Left to Right

Topic 3: The Human Brain and Emotion

Topic 4: Understanding your own Personal Brain Dominance

Topic 5: Working with what you have: Personality Types

Topic 6: The Decision Maker: Styles and Types

Module 3: Essential Skills for Effective Customer Service

Topic 1: Challenges in Multicultural and Multilingual Environments

Topic 2: Don’t Break: Managing Stress

Topic 3: You’re on the Clock: Managing Time

Topic 4: Work-Life Balance

Module 4: Difficult People: The Classic Types

Topic 1: Conflict Fundamentals

Topic 2: Categories of Conflict

Topic 3: Difficult Behaviours in Communication

Topic 4: Managing Anger

Topic 5: Coping with Difficult Behaviours

Topic 6: Calming Upset Customers

Topic 7: Concrete Techniques for Defusing Verbal Attacks

Module 5: Difficult Behaviours and the Service Desk Environment

Topic 1: Understanding the Processes in Play

Topic 2: Differentiating between Incident Management and Problem Management

Topic 3: Understanding the Roles and Responsibilities

Topic 4: About the use of Scripts

Topic 5: About Information Availability and Training

Topic 6: Role Playing Common Scenarios

Topic 7: Best Practices for IT Service Desks

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