Dealing with Difficult People

Dealing with Difficult People - Overview

This dealing with difficult people course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people.

This Dealing with Difficult People course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Dealing with Difficult People London
Dealing with Difficult People Manchester
Dealing with Difficult People Nottingham
Dealing with Difficult People Birmingham
Dealing with Difficult People Bristol
Dealing with Difficult People Edinburgh
Dealing with Difficult People Leeds

Dealing with Difficult People - Timetable

09:30 - 10:00 Coffee – Course and Personal Objectives

10:00 - 10:30 A Difficult Exercise

10:30 - 11:00 Who’s Being Difficult and Why?

11:00 - 11:15 Coffee

11:15 - 11:45 People Skills – KASH or CARD?

11:45 - 13:00 Social Styles and Behaviour

13:00 - 13:45 Lunch

13:45 - 15:15 Communication - Negative Words/Danger Phrases
- Winning Words/Power Phrases
- Assertive Communication

15:15 - 15:30 Coffee

15:30 - 16:00 Why Does a Customer Complain?
Dealing with Complaints

16:00 - 16:15 Structure for a Difficult Conversation

16:15 - 16:30 What Next? - Summary & Action Plans Agreed

Dealing with Difficult People - Benefits

• Recognise classic profiles of difficult people and strategies for handling them
• Pre-empt challenging situations and avoid escalating them further
• Recognise personality types with which you may clash
• Handle aggressive behaviour
• Calm angry, upset and unresponsive individuals