Dealing with Difficult People

Dealing with ‘difficult people’

Is a one-day study day to enable people in customer-facing roles to manage their feelings and emotions when dealing with ‘difficult customers’, so that they feel more confident and can deliver great customer service, even under pressure. 

What are the Learning Objectives?

  • Recognising ‘difficult people’ and difficult conversations
  • Understanding what helps and what doesn’t 
  • Learn to manage difficult conversation using different methods
  • How to reduce your stress in the moment and afterwards

Who is the study day for?

Anybody who works directly with customers or clients.

You could be a GP’s receptionist, a dental nurse, a health care support worker or work for the Council, the police, a vet, a solicitors’ practice, accountancy, or other professional service.

Who does the teaching?

Julian Hill is an experienced nurse and HR professional, trained in Learning Disability and Mental Health Nursing and is a Chartered Member of the Chartered Institute of Personnel & Development (CIPD). He is a highly experienced Learning & Development Manager and spent four years as a Professional Officer working for the Royal College of Nursing.

Jan de Jonge is a business psychologist with experience in the commercial and public sector, with expertise in assessment, development and coaching of people skills – with a background in (amongst others) policing, sales and the hospitality sector. Member of the British Psychological Society (BPS), the Association of Business Psychologists (ABP) and the CIPD.

What will the quality be like?

Excellent. The training is devised and delivered by experts in their fields and with many years of managing very difficult and complex situations.

We ensure the day is focused on our delegates; we ask each delegate to complete a brief 5-minute online questionnaire, so we know more about them and what they want to learn on the day. We will also follow up each delegate with a half-hour telephone or Skype call about two weeks later, so we know that all is well and that you have been able to use what you have learnt. You can ask any follow-up questions you might have.

To keep quality high, places will be limited to 12 people so everybody will get a chance to speak, ask questions and take part.

Is there any role play?

No. We understand that lots of people feel uncomfortable doing role play, so we structure our day without it, so you can concentrate.


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