Dealing with Difficult Clients and Situations

Overview of Course

Today’s workplace is exposed to a wide variety of difficult behaviours and situations. The success of managers and team leaders is dependent on applying a proven set of skills and strategies to manage any difficulty and above all, not taking it personally.

Learning Outcomes

1. Develop a resilient problem solving mindset
2. Manage our own emotions from fight/flight to flow
3. Balance tactful and truthful feedback
4. Apply a proven 6 step process to defuse emotions and build goodwill
5. Develop assertive responses

Key Content

• The importance of having and maintaining the right mindset
• How to apply assertive skills
• Providing honest but tactful feedback to the client
• Model for defusing emotions

This outline highlights some of the course’s key learning points. As part of your training program, we can modify content as needed to meet your business objectives.
 

For Whom is this Course Designed?

All Team Members

What is the Duration?

1 day