Dealing with Difficult People

Short course

In London, Birmingham, Bristol and 3 other venues

£ 430 VAT inc.

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Description

  • Type

    Short course

  • Level

    Intermediate

  • Location

    At 6 venues

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.

Facilities

Location

Start date

Birmingham (West Midlands)
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Landmark, 2 Snow Hill Queensway Birmingham

Start date

FebruaryEnrolment now open
Bristol (Gloucestershire)
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Landmark, 5th Floor, One Temple Quay Temple Back East Bristol

Start date

JanuaryEnrolment now open
Edinburgh (Midlothian/Edinburghshire)
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Edinburgh Training and Conference Venue 16 St. Mary's Street Edinburgh

Start date

AprilEnrolment now open
Leeds (West Yorkshire)
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Otley Road, Leeds LS16 5PS. Weetwood Hall Hotel | Conferences | Events

Start date

NovemberEnrolment now open
London
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&Meetings 150 Minories Aldgate London

Start date

NovemberEnrolment now open
FebruaryEnrolment now open
Manchester (Greater Manchester)
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Cheadle House Cheadle Royal Business Park Cheadle Manchester

Start date

MarchEnrolment now open
See all (6)

About this course


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

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Reviews

This centre's achievements

2019

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 13 years

Subjects

  • Difficult People
  • Behaviour
  • Exercise
  • Customer
  • Recordings
  • Difficult Exercise
  • Customer Types
  • Customer Behavior
  • Strategies for Dealing
  • Customer Complain

Course programme

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

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Dealing with Difficult People

£ 430 VAT inc.