Our dealing with difficult people training course is one of our most popular as it effectively demonstrates how to neutralise problem situations in the workplace. It covers a wide range of scenarios that occur in the workplace such as; working with aggressive people, disagreeing with others, handling bullies at work, dealing with ignorant people at work and working with unreasonable people.

The training will focus on the following:

• Develop a consistency of approach when dealing with queries and complaints
• Giving instructions and information in a calm, friendly and professional way
• Project a positive image with each customer
• Questioning skills to uncover both facts and needs
• Building instant rapport with customers
• Have a good understanding of customer care issues
• Understanding the difference between aggressive and assertive behaviour
• Understanding verbal signs of conflict
• How to give negative news in a positive way
• How to handle aggressive clients
• Proven steps for verbally disarming hostile people
• Managing your anger and staying calm in hostile situations