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Dealing with Difficult People

Course_Reference: 
PTP99
Manufacturer: 
0
Training_Provider: 
82
Summary: 

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.

Audience: 

Front line staff who wish to improve their skills at handling difficult people in challenging situations.

Objectives: 

  • 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

  • Course Objectives

A Difficult Exercise

  • Identifying Customer Types
  • Customer Types - Behaviour
  • Strategies for Dealing with the Different Customer Types
  • Why Does a Customer Complain?
  • Dealing with Complaints
  • Complaint Recordings
  • Summary & Action Plans Agreed
Description: 

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.

Keywords: 
Dealing with Difficult People,identify personality types,deal with hard to handle people,deal with difficult people effectively

Software Vendor

IT Technical

Business Skills