This course will assist participants in understanding why people become difficult and how to respond when confronted with a difficult person. Participants will learn techniques for effective communication to gather information, solve problems, or present solutions via case studies and group exercises.
This course is aimed at staff who are involved in a customer service role or others who may experience difficult behaviour in the workplace, e.g. Supervisors, managers, compliance/enforcement officers, front line staff (revenue, libraries, recreation, retail) or anyone whose role involves needing to deal with potentially emotional situations.
Contact us to enquire about having this course delivered at your premises.
Download course brochure for more information.PDF Download