How to Handle (Not Strangle) Difficult People

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The Course

Sometimes we encounter people that are ‘difficult’ to handle.  A customer that is angry from the outset or that starts off okay but get progressively snappier.  
How we handle these types of conversations, whether face-to-face or over the telephone, can make the situations better or worse.  
We also need to be able to ‘recover’ from such conversations to avoid carrying negativity through into the next one, even subconsciously, which can result in us wondering ‘why am I always the one that gets the difficult people?’

How it works

In this course we take time out to recognise the customer’s side of the ‘beachball’, in other words, how their view is often different to ours.  Utilising video, discussion and audio this course is interactive and refreshing, a real shot of ‘oxygen’ to help you stay calm and in control.

This course uses both an understanding and application of psychology and emotional intelligence to create a baseline for practical tips and techniques that can be used to good effect in the practical sessions ready to be transferred to real life.

Who it's for

This course is helpful for anyone that works with other people! However it is especially useful for those that answer customer queries, make bookings/appointments or ask for payments, either face-to-face or on the telephone. It will be useful for anyone working with colleagues, customers, suppliers and is even helpful in keeping you less stressed in your personal life too!

Duration

A one day course

Time

9.30am until 4.30pm

Where

Venue of your choice

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