Dealing with Difficult Behaviors using Customer Service Techniques

Difficult Behavior
Full-day Course
The ability to respond to difficult people appropriately is a useful tool at work and at home. In this workshop, participants will examine their own style of managing conflict, and they will practice strategies for dealing effectively with difficult people while staying calm and in control. Participants will also learn strategies for taking responsibility for making relationships work.   
evaluate their own conflict management style
implement a 3-step plan for reaching agreements
use effective communication skills to defuse difficult situations
respond to challenging situations with appropriate empathy and listening skills
build stronger relationships
handle conflict with increased confidence
Target Audience
All Employees