Dealing with Difficult People
Course Code: MPDDDP
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
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.
Prerequisites
Front line staff who wish to improve their skills at handling difficult people in challenging situations.
Delegates will learn how to
- 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 Outline
- A Difficult Exercise
- Identifying Customer Types
- Customer Types - Behaviour
- Strategies for Dealing with the Different Customer Types
- Why Does a Customer Complain?
- Dealing with Complaints
- Complaint Recordings (Includes working coffee break at 15:30)
- Assignment
- Summary & Action Plans Agreed