Managing Difficult People & Situations

Managing Difficult People & Situations


This course provides delegates with a practical set of strategies to effectively manage difficult people & situations.

Specifically, the course will:

  • Promote correct mindsets and approaches to handle difficult people & situations
  • Underscore how personal responses can fuel or defuse volatile situations, hence the need to control reactions to aggressive & abusive customers
  • Improve competency and confidence in deploying strategies to defuse emotionally-charged situations
  • Reinforce the importance of adopted communication style(s) when addressing difficult people & situations
  • Define suitable telephone protocols & etiquette to deliver excellent customer service
  • Build personal resilience moving forward

Delivery Mechanisms: Lecturing/Group Discussion/Case Studies/Practical Exercises.

Course Content

  • Understanding difficult behaviour

  • Evaluating responses to difficult people & situations

  • Strategies to develop an empathetic & professional mindset

  • Essential telephone protocols & etiquette
  • Essential communication skills & styles
  • Understanding types of difficult people and the strategies they require
  • Course Summary

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Email: enquiries@elitetraining.com

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