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Dealing with difficult people is something that most of us will experience at one time or another in our lives. We may encounter people who are inconsiderate, stubborn, indecent, angry, unhappy or passive-aggressive. If difficult interactions are necessary, and we approach those conversations or interactions with a plan, we will likely find that these encounters are easier to handle and we can achieve more successful outcomes. In this workshop, you will learn how to turn difficult situations into opportunities for growth and learning.
Pricing
- 1 Day of group training is £999 + VAT per day
- 2 Days of group training is £899 + VAT per day
- 3 Days of group training is £799 + VAT per day
- Solo training is available for £500 + VAT per day
Dealing With Difficult Customers
Whats covered in this course
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Conflict as Communication
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This lecture will help participants define conflict. Participants will explore how conflict is a very normal part of healthy relationships. They will complete a self-assessment to help them analyse how they currently handle conflict and how to improve.
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Benefits of Confrontation
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This session will give participants a framework for deciding whether or not to become involved in a situation. Participants will also identify some benefits that may arise if they do decide to get involved.
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Preventing Problems
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There are several key ways that we can prevent problems from occurring. These methods will be examined in a lecture and in small group work.
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Emotional Intelligence
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Using emotional intelligence can help when dealing with difficult people. This session examines how managing your own behaviour influences the outcome of these encounters.
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Getting Focused
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If, as leaders, we are content to only deal with the surface issues, and we are afraid to dig and get at the deeper issues, we will not create a better workplace. This session will give participants some ways to get to the heart of a problem.
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Managing Anger
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Too many people are angry! This session will give participants some guidelines for managing their anger, dealing with angry people, and using assertive anger.
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Dealing With Problems
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In this session, participants will work in small groups to explore eight ways of dealing with problems.
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The Three-Step Conflict Resolution Model
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During this session, we will look at a three-step process that can help participants resolve conflict. Participants will also have an opportunity to apply the model to a difficult situation.
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Practice, Practice, Practice
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In this session, participants will role play a difficult situation using the scenario from their pre-assignment.
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Changing Yourself
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Earlier we discussed how our attitudes and actions impact others. In this session, we will take a deeper look at how negative attitudes can cause negative interactions, and what we can do to turn those attitudes around.
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Why People Don't Always Do What They're Supposed To
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There are a million possible answers to this question, but we will discuss the 10 most common reasons.
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De-stress Options To Use When Things Get Ugly
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To wrap up the workshop, we will share six de-stressing techniques that participants can use when things get difficult.
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A fully interactive, instructor-led training course you can attend from the comfort of your own home or office. Enjoy an interactive learning session online with our most convenient and accessible method yet.
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We regularly host training courses in our city-centre venue. Join our experienced trainers in person for a fully interactive training session, and enjoy access to our comfortable breakout room and on-site café.
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Looking for private training in central Scotland? Our qualified trainers can make the trip to your office, providing professional on-site training in an environment that's comfortable and familiar to you.
We at Etopia Training are committed to providing the best IT & business training services available in Scotland. If you are not 100% happy with the outcome of your course, you are entitled to a full refund through our 100% Satisfaction Guarantee.
1 Day of Group Training is £999 per day, 2 Days of Group Training is £899 per day, 3 Days of Group Training is £799 per day. Solo training is available from £500 per day.