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Quick Look Course Summary:Handling Difficult People & Situations Training Course
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Next Public Course Date:
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Length: 1 day(s)
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Price (at your venue): 1 Person R 4,811 EX VAT 3 Person R 3,654 EX VAT 10 Person R 2,719 EX VAT
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Certification Type:Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Handling Difficult People & Situations Training Course Course: Introduction
- We like to call this course the Advanced Course in Communication, because dealing with difficult people requires an advanced skill set sometimes.
- Understanding the personalities of difficult people is an asset in any business but particularly in the customer service area of business.
Handling Difficult People & Situations Training Course Course :Course Outline
1. The Difficult People in Your Life
The Difficult Person in Your Life
Personality Profiles of Difficult People
2. How You See and Hear Difficult People
How I Contribute to the Problem
Beliefs
Values
Preferences and World View
3. The Power of a Difficult Person
Degrees of Difficulty
Favourite Difficult Person
First Response
Getting Past the First Response
Go, No Go
4. Making a Plan and Finding the Words
Planning to Deal with Difficult People
Strategies for Dealing with Different Types
5. Leading a Difficult Customer to a Better Outcome
The LEAD Model
Listen
Explore
Attend
Deliver a Solution
Being the Difficult Person
Appreciative Inquiry
Handling Difficult People & Situations Training Course Course: Course Duration
1 day
Who should attend: Handling Difficult People & Situations Training Course Course
This course is intended for anyone who works in client services or customer support.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills. Â
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
About this course
This course is not accredited. It is delivered as a professional skills programme, and delegates receive a BOTI certificate of attendance.
If you need a credit-bearing outcome for B-BBEE skills development, SETA grant or learnership purposes, please see our accredited qualifications and skills programmes, or read about BOTI accreditations.
Frequently Asked Questions
Is this course accredited?
No. This course is delivered as a practical, facilitator-led skills programme and delegates receive a BOTI certificate of attendance. If you need a credit-bearing outcome for B-BBEE skills development, SETA grant or learnership purposes, ask us about our accredited qualifications, skills programmes and unit standards.
Can this course be delivered in-house at our premises?
Yes. Every BOTI course can be delivered on-site at your offices anywhere in South Africa, or at a scheduled public venue, and can be customised to your team and industry.
How do I book or get a quote?
Use the enquiry form on this page for a tailored quote, or call 011 882 8853 / email [email protected]. The course length and next public course date are shown in the Quick Look summary.
Can this training count towards our B-BBEE scorecard?
Spend on this course still counts as skills development expenditure for B-BBEE purposes, but it does not count as accredited training spend, and the Codes limit how much non-accredited training can contribute. Please confirm the treatment with your skills development facilitator or B-BBEE verification agency.
Do you tailor the training to our industry?
Yes. Our training is built around your business, using practical, real-world examples relevant to your team and sector.