Synopsis
Key Benefits for the Organisation:
• Improved morale
• Improved productivity
• Reduced staff absenteeism
• Reduced conflict at work
• Reduced staff turn-over
For the Team:
• Improved employee well-being
• Improved personal effectiveness and confidence
• Proven support from management
• Reduced conflict at work
• Greater job satisfaction
Topics and Modules Covered Include:
• Identifying various situations where you are most likely to encounter difficult people
• Identifying the four main types of difficult people and gaining a proven approach for dealing with each type
• Extra skills for talking to difficult people on the phone
• Learning how to successfully handle customer complaints – moving them from ‘irate’ to ‘satisfied’
• Some key problem solving and decision making techniques that you can use to your advantage
• Separating cultural differences from difficult behavior
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Dealing with Difficult People
Key Benefits for the Organisation:
• Improved morale
• Improved productivity
• Reduced staff absenteeism
• Reduced conflict at work
• Reduced staff turn-over
For the Team:
• Improved employee well-being
• Improved personal effectiveness and confidence
• Proven support from management
• Reduced conflict at work
• Greater job satisfaction
Topics and Modules covered include:
• Identifying various situations where you are most likely to encounter difficult people
• Identifying the four main types of difficult people and gaining a proven approach for dealing with each type
• Extra skills for talking to difficult people on the phone
• Learning how to successfully handle customer complaints – moving them from ‘irate’ to ‘satisfied’
• Some key problem solving and decision making techniques that you can use to your advantage
• Separating cultural differences from difficult behavior