Display & Accessibility Options
Dealing with Difficult People
Customer Service
 Next available Norwich date: 16 May 2012   |
Course Aims:
Even a productive, apparently efficient business-unit can suffer from the results of unhealthy conflict. If an organisation is to be truly successful it must first learn to differentiate between healthy and unhealthy conflict, then learn to prevent and control unhealthy conflict. Although we cannot immediately change the way another person chooses to think, this course will show delegates how to use their influence to modify the behaviour of others.
Assumed Knowledge:
No previous knowledge is required.
What people say:
BRILLIANT COURSE!
3Sun - November 2011
Profile Outline:
- Recognising different styles and behaviours
- Identifying triggers
- Responding vs reacting
- Rapport building skills
- Changing the script
- Building new strategies
- Identifying 'Desired outcomes'
- Separation of identity and behaviour
- Embracing conflict
People who attended this course, also booked:
Information & print:
