Details
his program is designed to provide participants with skills, tech niques and solutions to deal professionally and confidently with dif ficult people and situations. The systems and strategies you will discover will work in any situation whether
this involves an aggressive client or customer, or, an abrupt or discourteous employer or employee.
Who Should Attend
Who Should Attend
- Frontline Managers
- Supervisors
- Team Leaders
- Coordinators
- Administrators
- Public Relations and Sales Personnel
- Staff Members Who Deal with the Public or Provide a Service to Internal Clients and Customers
Outline
Morning Session
- The role of power, structure and tension in relationships
- Conflict or compromise – selecting the right strategy
- Dealing with anger and emotion when someone pushes your buttons
- Neutralizing a hostile environment and creating an atmosphere of ease and confidence
- Building bridges instead of walls with team members
- Communication techniques in difficult situations that work
Afternoon Session
- How to Identify the styles of difficult behavior and determine your own personal style for responding
- Build strategies for creating an atmosphere of positive communication
- Identify ways people create and use conflict to manipulate outcomes
- Determine how and when to train, coach and counsel difficult employees
- Develop tactics that can help manage difficult behavior in team members
- Diagnose underlying factors that cause barriers or breakdown of communication
- Respond to difficult situations with professionalism and confidence
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