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Dealing with Difficult People
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
Please Choose from the list below:
Dealing with Difficult People training course available to book:
| 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 |
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