Difficult customers and difficult clients typically represent just a fraction of the customers we see each day, but they have a profound impact on people’s performance and motivation. 

A difficult customer can be a rude customer, an unreasonable customer, an unhappy customer, a nasty customer or an irate customer.  Sometimes it starts with a difficult situation or a customer who is just in a bad mood - but very often we’ve unintentionally created the problems ourselves.  Whatever the cause, it requires specialised conflict resolution skills to create positive outcomes.

 Download pdf brochure
 

  Topics covered in this course include:

• The role of power, structure and tension in relationships
  
• Conflict or compromise - selecting the right strategy
  
• Dealing with anger
  
• Neutralising a hostile environment
  
• Building bridges instead of walls
  
• Communicating techniques in difficult situations

• Identify the styles of difficult behaviour and determine your own personal style
• Build strategies for creating an atmosphere of positive communication
• Identify ways people create and use conflict
• Develop tactics that can help manage difficult behaviour
• Diagnose underlying factors that cause barriers or breakdown of communication
• Respond to difficult situations with professionalism and confidence