Dealing with Difficult People

Dealing with Difficult People

This course will help to develop Learners knowledge of best practice
when dealing with difficult customers from a housing and multi-agency
approach.

By the end of the course delegates will:

• Have a better understanding of why customers can become difficult
• Be able to recognise verbal and physical signs of conflict
• Have acquired active listening skills and calming techniques to defuse difficult situations
• Be able to effectively deal with complaints in a transparent and open way
• Be aware of levels of conflict and will acquire skills to avoid antagonism