Dealing With Difficult People

A half- day workshop designed to support those dealing with the general public either face-to-face or on the telephone.

This three- hour work-shop will be informal in content. It will offer the opportunity to discuss specific difficulties, concerns, problems or fears that delegates may have experienced.

The following areas will be covered:
   
•    The do's and don'ts of dealing with an angry person

•    The importance of non-verbal communication

•    Remaining assertive - not losing your 'cool'

•    Understanding how to objectify the situation (not take it personally)

•    Recognising boundaries

•    Considering personal safety

•    Case studies - explore and discuss how to deal with challenging people

•    Being able to stay focused when handling difficult people on the telephone
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