Course description
Dealing with Difficult People
This dealing with difficult people course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people.
This Dealing with Difficult People course is available throughout the UK.
CPD Value 5.5 Hours
Outcome / Qualification etc.
- Recognise classic profiles of difficult people and strategies for handling them
- Pre-empt challenging situations and avoid escalating them further
- Recognise personality types with which you may clash
Training Course Content
- 09:30 - 10:00 Coffee & Course Objectives
- 10:00 - 11:00 A Difficult Exercise
- 11:00 - 11:15 Coffee
- 11:15 - 11:45 Identifying Customer Types
- 11:45 - 12:15 Customer Types - Behaviour
- 12:15 - 13:00 Strategies for Dealing with the Different Customer Types
- 13:00 - 13:45 Lunch
- 13:45 - 14:30 Why Does a Customer Complain?
- 14:30 - 15:00 Dealing with Complaints
- 15:00 - 16:15 Complaint Recordings (Includes working coffee break at 15:30)
- 16:15 - 16:30 Assignment
- 16:30 Summary & Action Plans Agreed
Customer Outreach Award
We believe that it should be easy for you to find and compare training courses.
Our Customer Outreach Award is presented to trusted providers who are excellent at responding to enquiries, making your search quicker, more efficient and easier, too.
Reviews
Average rating 4.8
The content of the day was excellent, everything was covered clearly and thoroughly
It was great, could not be better
Expenses
Fee includes all course materials, Participant packs, certification and lunch
Request info
PTP: Practical Training for Professionals - leading provider of sales and management training in the UK
PTP - Practical Training for Professionals, have been delivering practical, hands-on training courses to professionals in the UK since 1991. PTP provide training course in several formats: in-house training, on a 1-2-1 basis or as public courses in more venues...
Very good course overall. Trainer got message across very well with good humour and examples