Dealing With Difficult People/Clients

Do you have customers or colleagues who intimidate you and make your life unpleasant?
Do you need to learn the skills to assertively and politely put them in their place? If so, then this workshop is for you!

Because most of us tend to avoid conflict and confrontation, our skill development in these areas is sometimes limited. This workshop is designed to provide you with techniques and strategies to successfully build and maintain better relationships with clients and colleagues. It will assist you with the advanced interpersonal skills and coping strategies required to establish a win/win outcome in any given situation. You will develop confidence and be able to practically apply the skills learned so that all your personal and professional communications are handled assertively and with integrity.

Who should attend

This course is designed for anyone who has contact with a client base or fellow staff who are difficult to deal with, and who wishes to build their skill and confidence when working with them.

Learning objectives

• Identify a range of difficult behaviours.
• Learn to maintain your personal power when dealing with those aggressive strategies.
• Recognise and respond to the tactics difficult people use.
• Develop clear action plans for dealing with difficult people.
• Plan strategies to manage conflict and achieve win/win outcomes.

Course outline

• Distinguish between assertive and non-assertive behaviour.
• Discover how difficult people think.
• Recognise what motivates difficult behaviour.
• Plan strategies and action plans for dealing with difficult people.
• Develop your listening and questioning skills.
• Conflict resolution and confronting skills.
• Plan for ongoing learning and development.

Course dates