Dealing with Difficult People - Virtual Training
Short course
Online
Description
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Type
Short course
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Level
Intermediate
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Methodology
Online
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Duration
Flexible
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Start date
Different dates available
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Online campus
Yes
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Delivery of study materials
Yes
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Support service
Yes
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Virtual classes
Yes
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
Start date
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
Reviews
This centre's achievements
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
- Difficult
- Objectives
- Communication
- Behaviour
- Conversation
- Summary
- Negative
- Structure
- Skills
Course programme
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
Dealing with Difficult People - Virtual Training