You can order this training as a special course, but many clients choose to combine this training with the course “Working with Difficult People & OK Communication” and / or with “Conflict Resolution”
Learning to recognize the seven types of “difficult” people and how to successfully interact with them to avoid conflicts and to achieve your goal. Institute for Mental Health prescribed some guidelines on how to CALM an aggressive client and we will share this with you so that you can prevent possible future conflicts.
What will you learn:
During this training, you will learn about seven specific types of difficult peoples’ personalities, how to recognize them and how to communicate with them.
You will learn about seven types of difficult people: Aggressive, Chronic Complainer, Super-nice, Experts, Pretentious-but-not-real Expert, Pessimist, Indecisive people.
Who is the training for:
This training is for all types of organizations and companies, because everyone has their “difficult” client, but it is particularly suited for:
Staff working on handling complaints
Customer Service employees
Courts Registries: here, someone is always at loss!
Municipalities: Reception areas and Information desks
Banks: Reception areas and Information desks
Hotels: Reception areas and Information desks
Agencies: Reception areas and Information desks
Managers and Department Heads of companies
Anyone who wants to learn to communicate better when the other side cannot, does not want or does not know how! [/list]
1.5 days, the theory and practical work / simulation and group activities.
This training can be combined with other training programs in the area such as “Principles of effective communication” and / or “Customer Service” and / or “Conflict Resolution” or “Working with “difficult” people and “OK” communication” since it will provide the necessary multidisciplinary knowledge and skills to recognize a difficult client and to prevent or resolve conflict the right way.
Combined trainings can last from 3-7 days (4hrs per day) depending on the number of selected courses. Training courses are selected together with and according to the client’s needs.
Working on weekends is also an option.