Pilot Training within the APOLLO Project

Pilot Training within the APOLLO Project: Successful Communication with Demanding and Difficult Customers

As part of the APOLLO project under the Interreg Alpine Space programme, we conducted a pilot training workshop on 7 May at the Municipality of Novo mesto entitled “Successful Communication with Demanding and Difficult Customers”.

The workshop focused on strengthening employees’ communication competencies when working with different user profiles and on effectively managing challenging communication situations. Through practical examples and professional discussion, participants addressed:

• identifying demanding and difficult customers,

• distinguishing between standard, demanding, and difficult behaviour patterns,

• effective approaches to preventing conflicts and maintaining constructive communication,

• different types of challenging interlocutors and the importance of adapting communication accordingly,

• communication tools that support calm, respectful, and effective interaction even in demanding situations.

Special attention was also given to adapting communication to vulnerable target groups, particularly older adults, foreigners, and individuals with various communication and social barriers.

High-quality, clear, and respectful communication is an important foundation for building trust between public institutions and citizens and significantly contributes to a better user experience in public services.

We would like to thank all participants for their active engagement, valuable exchange of experiences, and constructive discussion.