Dealing with Difficult People
Classroom | Advanced | 1 Day
Dealing with Difficult People
Dealing with Difficult People
Course 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 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
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