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Dealing With Difficult People – 1 day – CPD Accredited – Live remote training course

23/01/25 at 9:30 am - 3:30 pm


Our 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
Full Course Details


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Dealing With Difficult People – 1 day - CPD Accredited
£ 295.00 ex VAT


Zoom virtual meeting
London, United Kingdom + Google Map