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Dealing With Difficult People – 1 day – CPD Accredited – Face to Face Course
August 15 at 9:30 am - 4:00 pm
£395.00Our dealing with difficult people training course is one of our most popular as it effectively demonstrates how to neutralise problem situations in the workplace. It covers a wide range of scenarios that occur in the workplace such as; working with aggressive people, disagreeing with others, handling bullies at work, dealing with ignorant people at work and working with unreasonable people.
The training will focus on the following:
- Develop a consistency of approach when dealing with queries and complaints
- Giving instructions and information in a calm, friendly and professional way
- Project a positive image with each customer
- Questioning skills to uncover both facts and needs
- Building instant rapport with customers
- Have a good understanding of customer care issues
- Understanding the difference between aggressive and assertive behaviour
- Understanding verbal signs of conflict
- How to give negative news in a positive way
- How to handle aggressive clients
- Proven steps for verbally disarming hostile people
- Managing your anger and staying calm in hostile situations