HANDLING DIFFICULT SITUATIONS

Are difficult customers/colleagues making you stressed? Develop the skills to deal more effectively with difficult people/situations

What's in it for your company?

• Skilled front line staff.
• Confidence in your team's ability to handle difficult customers/situations.
• Improved reputation.
• Happier customers.
• Confidence that you are meeting your responsibilities under the DDA.
• Less stressed, healthier workforce.
• Assists in lower staff turnover and reduced sickness absence.

What will you learn on the day?

• Understand why people behave in a difficult way.
• Recognise different behaviour and personality types.
• Be aware of acceptable and unacceptable levels of behaviour.
• Recognise triggers of anger and aggression.
• Strategies to remain calm and de-escalate a high emotion situation.
• Be aware of effective communication techniques.
• Responsibilities under the DDA.

Who should attend?

This one-day course is aimed at anyone who wishes to improve their personal effectiveness in dealing with difficult people and situations at work.

The course is ideal for:

• Any employee who deals with enquiries/complaints from members of the public
• Anyone who wants to develop their skills and confidence in dealing with emotionally challenging situations
• Those who have experienced or may experience conflict in the workplace.

Participants are encouraged to express frank opinions and share experiences.