Dealing with Difficult People

Dealing with Difficult People

Course info

This one day course benefits individuals and teams who have to respond to Internal and External Customers over the Telephone and face to face. Dealing with difficult people is the most challenging part of any person's job. Learning to recognise and deal with difficult people in a professional manner will enable you to time and reduce stress levels. Understand that your communication skills greatly affect outcomes and leads to strengthened relationships.

What will you achieve from this course?

After completing Dealing with Difficult People you will be able to: recognise how your own attitudes and actions impact on others; find new and effective techniques for managing negative emotions; develop coping strategies for dealing with difficult people and difficult and difficult situations; and understand what causes difficult behaviour.  You will know how to remain detached when dealing with angry difficult people and have the skills necessary to defuse aggression.

Lessons:

• Interactions with others
• Reciprocal relationships
• The five-step process
• Managing your anger
• Managing other people’s anger
• De-stress options

Course Delivery

Scheduled Courses In-House and On-Site, Customised Courses

Work Load  | One Full Day Course |  9:00am 4:00pm |  Total Duration 7 hours

Buy Today Contact UsFree Info Pack