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Dealing with Difficult People

Training Description

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.

This Dealing with Difficult People course is available throughout the UK.

CPD Value 5.5 Hours

CPD = Continuous Professional Development (All PTP courses are approved for CPD by the Law Society and meet the standards expected of all professional bodies).

Delegates who attended this Dealing with Difficult People course said:

Very good course, common sense approach. - Natalie Ives, Savills Insurance Services


The Course Suits

Front line staff who wish to improve their skills at handling difficult people in challenging situations.


Training Benefits

  • 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

Course Timetable

09:30 - 10:00 Coffee & Course Objectives

10:00 - 11:00 A Difficult Exercise

11:00 - 11:15 Coffee

11:15 - 11:45 Identifying Customer Types

11:45 - 12:15 Customer Types - Behaviour

12:15 - 13:00 Strategies for Dealing with the Different Customer Types

13:00 - 13:45 Lunch

13:45 - 14:30 Why Does a Customer Complain?

14:30 - 15:00 Dealing with Complaints

15:00 - 16:15 Complaint Recordings (Includes working coffee break at 15:30)

16:15 - 16:30 Assignment

16:30 Summary & Action Plans Agreed


© PTP/507a

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Dealing with Difficult People training course available to book:

Special offers and deals for Dealing with Difficult People courses
Training Location Training Date Training Discount Book Trainging
London (Liverpool St) 09-03-2012 £405.00 Book Dealing with Difficult People Course Online
Leeds 29-03-2012 £382.50 Book Dealing with Difficult People Course Online
Birmingham (Coleshill) 26-04-2012 £405.00 Book Dealing with Difficult People Course Online
Edinburgh (Central) 17-05-2012 £405.00 Book Dealing with Difficult People Course Online
Dealing with Difficult People courses
Training Location Training Date Training Price Book Trainging
Manchester (Airport) 20-02-2012 £450.00 Book Dealing with Difficult People Course Online
Exeter 01-03-2012 £450.00 Book Dealing with Difficult People Course Online
London (Liverpool St) 09-03-2012 Now
Special Offer!
Book Dealing with Difficult People Course Online
Leeds 29-03-2012 Now
Special Offer!
Book Dealing with Difficult People Course Online
Birmingham (Coleshill) 26-04-2012 Now
Special Offer!
Book Dealing with Difficult People Course Online
Cardiff (Falcon Drive) 02-05-2012 £450.00 Book Dealing with Difficult People Course Online
Edinburgh (Central) 17-05-2012 Now
Special Offer!
Book Dealing with Difficult People Course Online
London (Liverpool St) 14-06-2012 £450.00 Book Dealing with Difficult People Course Online
Bristol 27-06-2012 £450.00 Book Dealing with Difficult People Course Online
Leicester 17-07-2012 £450.00 Book Dealing with Difficult People Course Online
Manchester (Airport) 06-08-2012 £450.00 Book Dealing with Difficult People Course Online
London (Liverpool St) 07-09-2012 £450.00 Book Dealing with Difficult People Course Online
Leeds 14-09-2012 £450.00 Book Dealing with Difficult People Course Online
Birmingham (Coleshill) 04-10-2012 £450.00 Book Dealing with Difficult People Course Online
Edinburgh (Central) 24-10-2012 £450.00 Book Dealing with Difficult People Course Online
Plymouth 01-11-2012 £450.00 Book Dealing with Difficult People Course Online
London (Liverpool St) 13-11-2012 £450.00 Book Dealing with Difficult People Course Online
Leicester 14-11-2012 £450.00 Book Dealing with Difficult People Course Online

Book inhouse

To book the Dealing with Difficult People course as an in-house programme click here (£1600 per day for up to 10 delegates)

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