The New Horizons How to Handle Difficult People Program teaches participants techniques to deal with difficult customers and staff members in a positive and assertive way. Participants learn the assertiveness model and various strategies to communicate with individuals who are dominant or potentially emotionally volatile. Program activities include role-plays with difficult situations, boundary setting and empathising. Participants also learn about themselves in interaction with others, how emotional responses can impede positive outcomes and what to do about it. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure participant success.
Target Audience:
This course is suitable for anyone who, in their day-to-day work, deals with people who may present as difficult to handle on occasions.
Suggested titles include Managers, Supervisors, Frontline Managers, Training Managers, Help Desk Supervisors, Administration Staff, Customer Service Officers or staff who have difficult colleagues and are looking for a way to manage interactions more diplomatically.
Key Participant Benefits:
Helps participants understand themselves better to enhance behavioural change necessary to be an effective communicator
Builds skills to minimise conflict and defuse tense situations
Includes strategies to help resolve differences and find ways of working effectively with all types of people
Provides skills to let you be yourself, stand your ground and manage difficulties to achieve positive outcomes
Allows time for practice and insight
Key Business Benefits
Minimises friction caused by miscommunication or lack of empathy
Consequent increase in rapport and potential retention of difficult customers
Lift in productivity through confidence in difficult interactions
At Course Completion:
Participants will leave the course with a certificate of attendance and an individualised action plan to help support next steps on return to the workplace.
More importantly you will have developed skills and knowledge to:
Diplomatically say ‘No’ and keep boundaries intact
Use assertive communication techniques to express your wants
Give constructive feedback
Take control of a conversation diplomatically
Counter intimidation tactics from Tanks, Snipers and Exploders
Develop your confidence around potentially conflict laden situations
