Dealing With Difficult People
An interactive workshop using role-play as the key tool for learning through doing. Delegates will receive practical skills as well as valuable feedback.
The course is based on a powerful and proven psychometric model, including the 7 drivers of behaviours to help people deal with others who are ‘not like me’.
Who will benefit: All customer-facing staff and those who deal with customers over the phone
Duration: One-day classroom. Can also be run as a blended programme using Forum Theatre or Phone Delivered Training™
No. of delegates: 6-10 delegates (depending on chosen delivery method)
Optional value-add services
- raining Needs Analysis prior to design and delivery to establish exact requirements for maximum programme value
- Phone coaching for each delegate after the workshop to encourage the delegates to practise skills and discuss problem areas
Programme content
- Personal Styles Assessment Questionnaire – empathy model
- How to say ‘no’
- Building relationships
- Handling difficult situations where people are frustrated, angry, impatient or upset
- 7 drivers of behaviours
- ‘People aren’t like me’
- Body language
- Don’t take it personally – how to deal with it
- Role-play scenarios, practice and feedback
Benefits
Delegates will have:
- received practical skills to recognise and deal with varied communication styles in difficult situations
- an understanding of the importance of using appropriate words and behaviours
- (and know what to avoid)
- practised communicating with difficult people using relevant role-play scenarios
- received techniques to reduce stress
Contact us by email or by phone +44 (0)1491 411544 to discuss how we can work with you!
