Winning Strategies for Dealing with Difficult People
This program is designed to provide participants with skills, techniques and strategies to professionally and confidently deal with difficult people and situations, whether this involves an aggressive client or customer, or, an abrupt or discourteous employer or employee.
☑ What You’ll Discover
- The role of power, structure and tension in relationships
- Conflict or compromise – selecting the right strategy
- Dealing with anger
- Neutralizing a hostile environment
- Building bridges instead of walls
- Communication techniques in difficult situations
☑ Learning Outcomes
- Identify the styles of difficult behavior and determine your own personal style
- Build strategies for creating an atmosphere of positive communication
- Identify ways people create and use conflict
- Determine how and when to train, coach and counsel difficult employees
- Develop tactics that can help manage difficult behavior
- Diagnose underlying factors that cause barriers or breakdown of communication
- Respond to difficult situations with professionalism and confidence
☑ Who Should Attend
- Frontline Managers
- Supervisors
- Team Leaders
- Coordinators
- Administrators
- Public Relations and Sales Personnel
- Staff Members Who Deal with the Public or Provide a Service to Internal Clients and Customers