Dealing with Difficult People
One Day Course
This innovative and challenging one day program teaches attendees how to deal with difficult or aggressive people. It is designed for staff that deal directly with the public in customer service rolls. Based on a safety first approach this course introduces real life based scenarios and challenging role plays.
The areas covered include:
- Assess potential conflict or difficult situations
- Develop methods to build rapport and trust
- Identify verbal and non-verbal behaviour
- Understand why conflict occurs
- Learn steps to avoid conflict
- Understand external factors contributing to conflict
- Understand different behaviour profiles
- Identify triggers for aggression
- Apply methods to calm angry people
- Minimise personal risk
- Follow rules that ensure personal safety and welfare