Working to help our customers enjoy an artistic experience can be a source of immense job satisfaction. But what happens when things go wrong? If your role brings you in contact with customers you may have encountered difficult situations. Knowing how to deal with these situations, stay calm and professional, and reach a successful outcome for everyone is vital.
“Ruth was amazing! The exercises were really thorough throughout and eye-opening, the stories extremely relevant and she filled us with confidence” Previous delegate
Anyone whose job brings them into regular and direct contact with the general public
Those working in the public areas of venues including front of house managers, stewards, ushers, cloakroom attendants, bar and box office staff
This is an interactive day using group work, exercises and discussion, with plenty of opportunities for you to share your experiences and learn from each other too.
At the end of this course you will:
understand challenge, confrontation and conflict;
understand why conflicts happen;
spot the signs of aggressive or violent behaviour;
be equipped with tips and techniques in order to respond constructively;
have developed your assertiveness and your confidence.
Ruth Mason has held senior positions in arts management, business development, PR and leadership training across a range of organisations including Bradford Theatres, the NSPCC, Opera North and the NHS.
£140+VAT, UK Theatre & SOLT Members (if booked after 24/08/17), ITC, FST, ABO and ABTT Members
£100+VAT, UK Theatre & SOLT Members if booked before 24 August 2017
32 Rose Street Covent GardenLondonWC2E 9ET
+44 (0)20 7557 6700