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Courseware for Difficult People Management
 About the Course:
This course is designed to provide you with skills, techniques and strategies to successfully deal with difficult people and situations, whether they be an aggressive client/customer to an abrupt or discourteous employer/employee.
Learning Outcomes:
- Identify the styles of difficult behavior and determine your own personal style
- Build strategies for creating an atmosphere of positive communication
- Identify ways people create and use conflict
- Determine how and when to train, coach and counsel difficult employees
- Develop tactics that can help manage difficult behavior
- Diagnose underlying factors that cause barriers or breakdown of communication
- Respond to difficult situations with professionalism and confidence
Target Audience:
Emerging Managers & Service Providers who are responsible for maintaining strong relations with internal & external customers and Specialists who are involved in handling service requirements for customers.
Course Duration:
8 hours
Course Content:
- The role of power, structure and tension in relationships
- Conflict or compromise - selecting the right strategy
- Difficult People: The Classic Types
- Understanding behavior and its effects
- Three different behavior types
- Dealing with anger
- Neutralizing a hostile environment
- Building bridges instead of walls
- Communicating techniques in difficult situations
- Personal Action Plan
- Review and Evaluation
- Suggested Reading List
Courseware Price:
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