Managing Difficult People/Situations

Dealing with difficult people and situations is hard enough at the best of times, but it is especially challenging in the workplace where we cannot react unprofessionally or walk away from a situation.

This workshop is designed to help your frontline staff identify what triggers inappropriate behaviour, how to identify potentially difficult people and how to manage and diffuse challenging situations in the workplace.

Managing Difficult People & Situations is an introductory four hour workshop particularly suited to people dealing with customers or the public.

Gain valuable knowledge and practical skills:

• Define the nature, triggers and consequences of difficult behaviour at work
• Become more confident in dealing with conflict, aggression and difficult behaviours
• Gain practical skills and techniques for dealing with particularly difficult people
• Understand how to communicate your message firmly without escalating the situation
• Learn a range of strategies to negotiate a win/win scenario

To book a session or to find out more, contact us.