Course Objectives 

By the end of the course, delegates will have:

• Identified areas which cause customers to be demanding or difficult
• Identified ways of minimising these areas
• Reviewed and practised methods of responding to demanding customers
• Reviewed ways to stop ourselves taking the situation personally
• Practised communicating in a confident and calm manner when under pressure
• Developed strategies for handling different types of ‘demanding’ customers
• Identified unacceptable behaviour and how to handle the situation
• An appreciation of the benefits to themselves and their Company of turning a difficult situation around.

Course Content

What causes people to be difficult?

Introduction to Non Violent Communication

Using the Five Stage Model of Handling Conflict to identify preferred behaviour style in conflict and adapting this to suit the situation

Separating Behaviour from personality using Transactional Analysis Models

Controlling emotion when challenged

Applying techniques of negotiation to situations of dispute and challenge using the non-violent communication model

Personal Development Action Plans

Course Duration: One Day