Handling Difficult People

Topic outline

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  General

  About The Topic:

  Difficult customers can be aggressive, irrational, demanding or angry. Raise discussion on underlying causes and consider effective, coping strategies. Informs and empowers participants. And covers a lot of ground in a short time.

  By the end of this topic, you will be able to:

  • Identify the meaning of “Difficult People”.
  • Identify different types of difficult people.
  • Identify methods to handle difficult customers.
  • Raise awareness of some of the problems of working with difficult people.
  • Identify strategies for coping with difficult people.

  Enrol me

  

• Introduction on "Handling Difficult People"

  
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• Difficult Personality Types

  
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• Dealing with Difficult People - The Model

  
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• Handling Resistance

  
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• Delighting Difficult Customer

  
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• Handling Difficult People - Workbook

  
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• Handling Difficult People - Job Aid

  
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• Course Certificate