Course Aims

Whatever your job role, however well prepared you are and however well defined the organisation's objectives, you can fail in your sense of purpose and prospective achievement through even a brief encounter with a difficult person.  This course will help you to understand how such people can wrong foot us, instil negativity and prevent us from doing what we should be.  Spot the warning signs, deal with these situations and remain in control of your goals. 

The skills participants will develop will be to

Understand their own style of behaviour and how others may perceive it

Look at different styles of behaviour

Cope with different problem people

Manage conflict situations

Develop basic communication skills and body language

Learn how to say 'no' to difficult clients

Be in control and be confident when dealing with difficult situations

The course is for

Anyone who works in customer support but it also applies to most other areas of work and will be beneficial in helping you to understand and get the best out of difficult people before they can become a disruptive influence.  Learn how to deal with not just customers, but colleagues, managers and other fellow workers; anywhere where agreement is necessary but can be difficult.

Topics covered

Difficult people v's difficult behaviour

Understanding why people can be difficult

Reacting to difficult people;  learning how to communicate the best way

Examples of how others' behaviour affects us and our performance

How others view our reactions

Different styles of behaviour; passive, assertive, aggressive

Coping with different problem people

Managing conflict situations and understanding what leads to conflict

Misunderstandings in communication and body language

When and how to say 'no' to difficult people

Complaints received through other electronic media

Being in control of your approach and interacting effectively with others

Practical application activities will be implemented during the course and delegates will have the opportunity to implement theory in our unique intensive task series receiving feedback and support.

The benefits

This course helps to develop the techniques and highlight the qualities required to deal confidently and positively with difficult people.  Dealing with confrontations effectively will prevent them from interfering with your own effectiveness.  Practical advice at handling difficult situations is given, helping you to become a skilled communicator who establishes productive, positive and constructive environments.

Course duration 1 day.