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Quick Look Course Summary:Handling Difficult People & Situations Training Course Course
  • Next Public Course Date:

  • Length: 1 day(s)

  • Price (at your venue): 1 Person R 3,982.50 EX VAT 3 Person R 2,729.81 EX VAT 10 Person R 1,885.40 EX VAT

  • Certification Type:Accredited

  • 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.  

    Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal

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