Training Course Outlines:

Course content includes:

• Why people present as difficult


• Diagnostic clinic


• Communication skills for handling difficult people over the phone


• Communication skills for handling difficult people face to face


• Win-win negotiating


• Write back


• Turn conflict into compliment


• Planning into action

Training Course Outcomes:

Upon course completion, participants will be able to:

• Describe why customers can appear difficult


• Describe how diversity and differences can be harnessed


• Effectively deal with difficult customers over the phone


• Effectively deal with difficult customers face to face


• Use their voice to calm difficult customers


• Respond appropriately in writing to customers


• Review work policies and practices to ensure continual improvement


• Manage your own stress levels

Course Accreditations:

Course Prerequisites:

Related Courses:

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