Handling Difficult People & Situations Training Course Course: Introduction

• We like to call this course the Advanced Course in Communication, because dealing with difficult people requires an advanced skill set sometimes.
• Understanding the personalities of difficult people is an asset in any business but particularly in the customer service area of business.

Handling Difficult People & Situations Training Course Course :Course Outline

1. The Difficult People in Your Life
The Difficult Person in Your Life
Personality Profiles of Difficult People

2. How You See and Hear Difficult People
How I Contribute to the Problem
Beliefs
Values
Preferences and World View

3. The Power of a Difficult Person
Degrees of Difficulty
Favourite Difficult Person
First Response
Getting Past the First Response
Go, No Go

4. Making a Plan and Finding the Words
Planning to Deal with Difficult People
Strategies for Dealing with Different Types

5. Leading a Difficult Customer to a Better Outcome
The LEAD Model
Listen
Explore
Attend
Deliver a Solution
Being the Difficult Person
Appreciative Inquiry

Handling Difficult People & Situations Training Course Course: Course Duration

1 day

Who should attend: Handling Difficult People & Situations Training Course Course

This course is intended for anyone who works in client services or customer support.

**Quote does not include Any Exam Fees (if applicable)

IMPORTANT ACTION: Do Not Wait To Improve Your Skills.  

Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal