The Middle East/Gulf society before discovery of oil
Key influences of the Gulf Culture
Islam in Focus
The Culture - Core Cultural Values
Values and Stereotyping
Business Elements, Concepts and Applications
The Business Environment
UAE in Focus
2.3.Psychological basics and group-handling
Group psychology and a basic understanding of behaviour science will enable participants to effectively manage groups of visitors and deal even with difficult or complaining customers in a professional and effective way.
During the Instructor lead training session participants will get practical advised about how to deal with groups of people. Participants will understand how to control groups of individuals and difficult customers in effective but diplomatic way by using effective ways of communication and staying in control if the situation.
Participants will learn that the effective handling of groups and a basic understanding of behaviour science will help them to plan, control and react in difficult situation more effective and professional.
During the group-handling training the students will experience that a clear communication, good positioning and the establishing of a platform technique will enable them to handle and control even big groups of people with ease.
Behaviour and difficult customers
In a short academic introduction the participants will learn what behaviour is and how a specific behaviour will lead to predictable reactions. In practical role-plays they will learn to first analyse the situation before reacting and how to de-escalate even tense discussion with difficult customers by dealing with those situation in a professional way.
3. Knowledge development
Embrace Arabia - A Division of Maestro Commercial Enterprises
P.O. Box 75858, Abu Dhabi, UAE
00971 (0) 2 641 9914
00971 (0) 2 641 9915