How to Handle Difficult People

How to Handle Difficult People

loading..
(Course eligible for SATVs)

Call for a Quote

This course teaches participants techniques to deal with difficult customers and staff members in a positive and assertive way. Participants learn the assertiveness model and various strategies to communicate with individuals who are dominant or potentially emotionally volatile. Program activities include role-plays with difficult situations, boundary setting and empathising. Participants also learn about themselves in interaction with others, how emotional responses can impede positive outcomes and what to do about it. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure participant success.

  • Gather, convey and receive information and ideas How do values drive behaviours? - Understand different behaviour types and patterns

  • Handling difficult people
  • Coping with difficult behaviour
  • Identifying your personal responsibility
  • To counsel, coach or discipline?

  • Aggressive behaviour
  • Blaming behaviour
  • Defensive behaviour
  • Passive behaviour

  • Learning how to be assertive and standing your ground
  • Positive self talk Giving and receiving feedback
  • Learning how to say 'no'

  • Disempowering to co-operation
  • But vs. And
  • Co-operation language
  • Gathering Information
  • Questioning techniques

This course is suitable for anyone who, in their day-to-day work, deals with people who may present as difficult to handle on occasions.

Suggested titles include Managers, Supervisors, Frontline Managers, Training Managers, Help Desk Supervisors, Administration Staff, Customer Service Officers or staff who have difficult colleagues and are looking for a way to manage interactions more diplomatically.

Key Business Benefits

  • Minimises friction caused by miscommunication or lack of empathy
  • Consequent increase in rapport and potential retention of difficult customers
  • Lift in productivity through confidence in difficult interactions

Key Participants Benefit

  • Helps participants understand themselves better to enhance behavioural change necessary to be an effective communicator
  • Builds skills to minimise conflict and defuse tense situations
  • Includes strategies to help resolve differences and find ways of working effectively with all types of people
  • Provides skills to let you be yourself, stand your ground and manage difficulties to achieve positive outcomes
  • Allows time for practice and insight

Participants will leave the course with a certificate of attendance and an individualised action plan to help support next steps on return to the workplace.

More importantly you will have developed skills and knowledge to:

  • Diplomatically say ‘No’ and keep boundaries intact
  • Use assertive communication techniques to express your wants
  • Give constructive feedback
  • Take control of a conversation diplomatically
  • Counter intimidation tactics from Tanks, Snipers and Exploders
  • Develop your confidence around potentially conflict laden situations

Register

Traditional Classroom   

    Show all

    Traditional Classroom   

      Show all

      Traditional Classroom   

        Show all

        Traditional Classroom   

          Show all

          NextTechLive   

            Show all

            Flexible Mentored Learning   

              Show all

              Flexible Mentored Learning   

                Show all

                Flexible Mentored Learning   

                  Show all

                  Flexible Mentored Learning   

                    Show all
                    Need your team upskilled?
                    Looking to upskill your team

                    blah is false