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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 training 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).
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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Description:
The five DVDs in this set are taken from the award winning People Skills series.
The titles (Dealing with Conflict, Mediating Disputes, Handling Difficult People, Giving Bad News and Disscipline Interviewing) cover the skills that are most rare in managers and yet which, because of an increasing responsibility for all aspects of the performance and management of their team, are now very much a requirement for all managers.
Duration: 75 minutes
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