Come gestire le persone difficili
Learn skills and techniques that you will use to manage the challenge of difficult staff, cranky customers, uncooperative colleagues, and a demanding boss.
Develop an Understanding of Your Own and Other People’s Behaviour Programs, Enabling You to Handle Difficult Interactions.
Learn how people behave as they do, and how to influence that behaviour
Build positive relationships that will minimise difficult situations
Find out how to reduce stress
Spend less time solving problems, and more time achieving business results
New skills that will help you achieve the best possible outcome for you and the people you interact with.
Learning various skills and techniques will allow you to choose behaviour that suits your personality. You will find explanations about how each of us reacts when we have to deal with a difficult member of staff, a customer, or a member of your family.
You will be able to use these skills to make your life easier, get the job done and get more out of your life.
Developing the skill to manage different types of people and situations, will have a positive influence on your career in business, management and sales.
Contenuto e panoramica
Suitable for new and experienced managers and anyone who deals with customers. This includes internal customers and will enable you to build team spirit. Sixteen lectures include many practical examples and easy to understand theory. There are downloadable notes and PowerPoint slides to support the lectures.
You will start by learning how human interactions go wrong and how to avoid it. We will consider what we mean by difficult behaviour and how you can change other people by changing yourself.
Identifying the six programs of behaviour will enable you to better understand yourself and other people. You can then use that understanding to make changes to your own behaviour and influence the people you interact with.
Studying the Five Factors of Success will enable you to build your own confidence, your self-belief and your communication skills.
Prevention is always better than cure and you will learn how to communicate on two levels. Although you may be a likeable person, you will learn how to develop that talent and become even more likeable.
Other people may try to draw you into unproductive interactions, you will learn how to avoid that and minimise your stress.
There are words you need to avoid when managing a difficult person and these will be explained and substituted for others. You will also explore what it is about other people that annoy you and why they see things differently.
It is important to be assertive in any difficult interaction, and you will learn techniques to manage this. This will not infringe the rights of others and will contribute to positive relationships.
You will then come on to learn specific techniques to deal with a difficult client or a member of staff. Techniques to defuse emotions and remain rational in a pressure situation.
Overall you will learn how to convince someone of your willingness to resolve their problem and satisfy their needs.
As someone who has worked in management and customer service for twenty-five years, I designed this course to give you practical skills that you can use on a day to day basis.
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