DEALING WITH DIFFICULT PEOPLE
Summary:
This course covers the principles and skills of dealing effectively with stressed, angry or upset people. It looks at how to look after yourself in the face of strong emotions, calm the other person down enough to listen and turn arguments into constructive conversations.
Who should attend?
People who want to increase their skill and confidence when dealing with angry, irate or demanding people, whether in the context of customer service, management or teamwork.
Learning objectives:
Course Topics:
This course covers the principles and skills of dealing effectively with stressed, angry or upset people. It looks at how to look after yourself in the face of strong emotions, calm the other person down enough to listen and turn arguments into constructive conversations.
Who should attend?
People who want to increase their skill and confidence when dealing with angry, irate or demanding people, whether in the context of customer service, management or teamwork.
Learning objectives:
- Understand what makes people irate and 'difficult'
- Use focussed empathy to defuse a tense situation
- Apply active listening to conflict management
- Understand and manage your own anger triggers
- Ask the right questions to get to the underlying issues
- Guide conversations towards win/win conclusions
Course Topics:
- Staying calm and constructive
- Getting angry people to calm down & listen
- Establishing trust in order to solve problems
- Using 'non-violent' verbal and non-verbal communication
- Managing & resolving conflict with confidence
- Helping people to back down and 'save face'
COURSE DETAILS
FORMAT
This is a focussed, in-house programme delivered in a way designed to best meet the training needs and/or work patterns of your staff, members or clients. It will include trainer input and group discussions built around a number of interactive and structured exercises.
DURATION
1 to 2 days depending on the experience and knowledge level of the trainees and the amount of interactivity required. May be split into shorter modules.
COST
The cost of training depends on the length of the programme, the number of participants, the level of pre- and post-course support required and the choice of training venue. Please enquire to receive a costed proposal.
YOUR NEXT STEP
Please use the ENQUIRY FORM below to ask a question or contact us directly via the CONTACT US page to discuss your training needs.
This is a focussed, in-house programme delivered in a way designed to best meet the training needs and/or work patterns of your staff, members or clients. It will include trainer input and group discussions built around a number of interactive and structured exercises.
DURATION
1 to 2 days depending on the experience and knowledge level of the trainees and the amount of interactivity required. May be split into shorter modules.
COST
The cost of training depends on the length of the programme, the number of participants, the level of pre- and post-course support required and the choice of training venue. Please enquire to receive a costed proposal.
YOUR NEXT STEP
Please use the ENQUIRY FORM below to ask a question or contact us directly via the CONTACT US page to discuss your training needs.