Understanding the reasons why people display difficult behaviour and what to do about it, form an integral component of the workshop. A number of useful and practical models are presented which help in developing useful approaches to difficult situations.

The workshop is very skills-based and participants will leave with some practical methods they can use which have proven to be effective in dealing with difficult people and situations.

Key Elements

At the completion of this workshop participants will be able to:

• Explain the reasons peoples’ behaviour may be difficult.
• Differentiate between a logical and emotional response to situations.
• Understand their own and other’s thinking styles in difficult situations.
• Develop skills in asking effective questions.
• Identify effective strategies in uncovering the real reasons customers may be difficult.
• Develop useful processes to address the emotional response.
• Define the difference between I.Q. and E.Q. and how this can make a difference in approach.
• Explore coping strategies including building rapport and maintaining resourceful states.
• Demonstrate skills, which can be applied in the workplace.