Handling Difficult People
Handling Difficult People and Situations – 1-Day Training – Open Course or In-House Training
This course equips students with the skills to understand why some people and situations seem – to them to be difficult and to learn the skills, tips and tactics with which to communicate effectively even with the most difficult of people and the most difficult of situations. In the morning, participants will explore personality traits – what each personality is like and how best to communicate with each personality type using insights personality profiling.
Each delegate will have the chance to assess their own personality and that of their colleagues, team members and customers in order to gain an insight into how they could communicate better. The afternoon session then looks at practical tips on how to deal with each personality type using practical sessions to reinforce the theory.
Who should attend?
Anyone who deals with difficult situations – and people – during their working day, be they colleagues, team members or customers. Face to face, by telephone and by email
When you leave this course, you will be equipped with the skills to use immediately to improve communication.
This course will cover the following topics amongst others:
- staying relaxed
- assess the personality type
- know the outcome you want
- chose the right behaviour
- buy yourself time
- ask the right questions
- listen effectively
- look, listen, read for linkage
- tone of voice
- body language
- choose face to face, telephone or email
The cost of this course is £200 + VAT and this fee covers all instruction and materials.
Free parking is available.
This course is also available as in-house training. Please enquire for details.