This course will benefit all looking to learn techniques to deal with difficult behaviour, manage their stress levels, maintain a safe environment and remain professional during conflict situations.
- Understanding different personality types
- Use effective interpersonal skills to improve negotiating outcomes
- Building rapport, communication & trust with clients
- The importance of delivering on promises
- Managing the conversation using a Master Strategy: T.A.L.K.
- Defusing - proven methods to control the situation
- Hot phrases to avoid
- Proposing a solution that you can deliver on
- How to recognise aggressive/unreasonable behaviour
- Verbal & Non-verbal behaviour to help defuse aggression
- What not to do
- Motivating others towards a win/win outcome
- Follow up procedure
Did You Know? You will get free DCM Membership if you decide to book the Difficult Behavior Course. As a member company, you will have access to 100's of free courses for your team.