Most of us are forced to deal with difficult people daily. Whether at home or at work, we need to recognize difficult personality types and how to deal with them effectively. This class teaches the skills necessary for dealing with hard-to-handle people.
One of the most effective ways to communicate with difficult people is in writing. It allows you to present your points in an orderly fashion, which is not always possible during oral communication.
At one time or another, everyone has to deal with irate, rude, impatient, persistent, or aggressive people. They include complainers, unreasonable and irresponsible people, hostiles, passive aggressive people who give either too little or too much information, sarcastic people, those who use the silent treatment, upset people who use foul language, and others with whom we experience difficult interaction.
This one-day workshop presents useful techniques that help all employees "keep their cool" in a wide variety of difficult situations. It outlines the successful elements of dealing with difficult situations and difficult people of all types—whether they are customers or colleagues..
The objective of the session is to give participants skills to offset difficult situations and dissolve barriers to excellent interpersonal relations with both internal and external customers and colleagues. Participants will explore the main causes of customer/employee frustration and anger and how these can be alleviated. This workshop will prepare them to handle a day where everything goes wrong.
We recommend using real case studies from client organizations in this workshop. Participants will be encouraged to share actual cases of difficult people and situations they have encountered.