Difficult Customers & Challenges

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Behavioural Adjustment Techniques In Intense Situations Training

How well can you adapt your behaviours in intense situations? Ask yourself the following: I know how to eliminate stress. I control how my mind and body responds to difficult moments. I am aware of the things that cause tension. I know how to deal with angry people. I can easily identify possible exits in a volatile environment. I know […]

Dealing with Aggressive People
Dealing with Aggressive People

Are you facing aggressive people in your workday? Have you noticed higher levels of aggression? Would you like to learn some practical skills to manage aggressive people? So this course was designed by an organisational psychologist to keep you grounded when facing aggressive people. Previous participants have remarked that the course gives them space and skills to deal with the […]

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Dealing with Challenging Situations

This program is designed to assist participants to cope effectively with situations which could be classified as ‘challenging’. Through an experiential learning process, participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self-awareness, assertiveness and delighting in diversity. Action Plan Identify and label each challenging […]

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Dealing with Difficult Internal Customers and External Customers Behaviour

Everyone is a customer. Maybe you have a recurring issue with an internal customer. You just can’t see eye to eye. Even a minor dispute flares up because of your relationship. Or maybe it’s your biggest external customer who is always being difficult yet people turn a blind eye. So, what do you do? Are you helping or hindering the […]

Dealing with Difficult Parents
Dealing with Difficult Parents

This niche course was designed by an organisational psychologist specifically for Education Professionals. We also recommend inviting non-teaching staff, so the school has an integrated strategy to deal with difficult parents. Difficult parents have a knack of weaving around your protocols. So it’s important to have a robust strategy in place. Of course, parents have a right to air their […]

Dealing with Difficult Patients & Carers
Dealing with Difficult Patients & Carers

The key to dealing with difficult patients and carers is to focus on the immediate behaviour. Then diffuse the situation as quickly as possible and remain safe. NUTS AND BOLTS Would you like to attend this program? For maximum effectiveness, this course is best conducted as an in-house program. Venue: For your convenience, you can choose to conduct this course at […]

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Dealing With Irate Creditors

When your suppliers are selling goods and services then they are usually happy. However when the economy wobbles your creditors can turn ugly and make their problems very personal. It is like a Jekyll and Hyde relationship. Creditors can forget your total value and this is your opportunity to remind them. This program shows your people how to reassure your […]

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Mad, Bad, Sad, Tears, Abuse and Threats

For example, participants will learn how to deflect anger rather than confront anger. Participants will learn how to deal with these behaviours in a manner that keeps any follow up aggravation at bay and more importantly keeps your people safe. Other participants that have completed this course have reported their surprise at how this methodology has helped them take control […]

Dealing with Emotional People Course
Dealing with Emotional People Course

This program is designed to assist participants to effectively deal with people facing difficult situations. Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self awareness, assertiveness and delighting in diversity. Participants will leave with a greater understanding of how […]

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Dealing with Difficult People at Work

At some point in your career you will find yourself dealing with difficult people. Sometimes you’ll be dealing with difficult internal people. Other times you might be managing a difficult customer. Whether it’s your direct manager, a team member, a colleague or even a customer, difficult people can be tricky, challenging and draining. Too many night’s sleeps are disturbed due […]

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How to Redirect Client Anger

An angry client is a business opportunity. Clients often get angry when they perceive a service failure. The unfortunate thing is that the service failure does not even need to be real. If your client thinks its real then its real. Fortunately there are plenty of business opportunities with angry clients if you manage them instead of reacting to them. […]

Emotional Intelligence for Challenging Situations in LG
Emotional Intelligence for Challenging Situations in LG

At a glance your course covers: What is Emotional Intelligence: different models analysis. Core competencies: self-management; self-awareness; self-regulation; self-motivation and empathy Role of EI at work — social skills; making an impact; creating a powerful first impression; assessing a situation How to accurately perceive and interpret emotions Understand different emotions and manage them in the workplace Use emotions to facilitate […]

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National training schedule 2021

Instructional Design Master Class

Location: Melbourne

Date: 6, 7 & 8 December 2021 | $ 1880 (+GST)