This dynamic one-day training course will demonstrate, through practical tips and interactive case studies, how you can prevent difficult people from affecting your work performance, knocking your self-confidence or causing you unnecessary stress.
Dealing with difficult customers, colleagues, managers or suppliers on a daily basis can eventually result in you "dreading" going to work each morning. What's more, the stress that builds up from these encounters may ultimately cause you to stop concentrating on the job - impeding your productivity.
CBM Training has developed a specialised one day training programme to provide delegates with a tool-box of practical techniques for identifying and dealing with different types of difficult people, with proven methods for defusing different situations. This will provide you with the confidence to deal with any type of difficult person whether they are bullies, snipers, aggressors or sulkers!
Spend one day out of the office with CBM Training's expert facilitator and gain difficult people management knowledge that will be with you for the rest of your life.
Attend this practical one-day course and gain practical tips on how to:
Avoid being manipulated when dealing with difficult people by learning to communicate in an assertive, self confident manner
Deal with dissatisfied Customers in a way that creates a positive impression of your company and assures them that action is being taken to resolve their problem
Deal diplomatically with office politics or character differences and keep them from impacting on your productivity
Prevent misunderstandings between you and your Boss by addressing differences of opinion, clarifying expectations upfront and keeping communication lines open
Increase your effectiveness and reduce your stress as a Manager by learning how to deal with difficult Staff Members
Avoid having to practice 'Damage Control' by understanding how to minimise the harm that can be caused by emotional outbursts
Adjust your problem solving approach by understanding the Personality, Gender and Cultural Factors that influence 'difficult' people
Conquer "Phone Fear" by learning to deal with a wide range of difficult people telephonically, including Aggressive, Assertive, Passive and Abusive callers
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