Professionals and their clients work under high pressure, which can sometimes bring out the worst in people. Yet approaches that work well with one person may not work with another. As a professional you need to be able to handle difficult behaviours under pressure. This session will cover:
- Different types of ‘difficult’ behaviour and how to deal with each.
- Taking ownership of situations and providing reassurance without over-committing.
- Controlling your feelings and developing an inner confidence in daunting situations.
- How to handle people who are emotional (angry or upset).
- Words to use and words to avoid in dealing with difficult people.
- Using questions to understand, to build empathy and to help people see solutions for themselves.
- Dealing with common situations:
- How to respond if you are asked something you think you should know, but don’t
- What to say when you are (or may be) in the wrong
- How to deal positively with being asked to do something when you are too busy
- How to deal with someone who seems aggressive.
- Avoiding conversations becoming ‘difficult’ by acting quickly and being honest and transparent.
During the programme and beyond you will be given access to tips, templates and other resources as reminders and to help implement points covered in the programme.
At any point, you can optionally request a one-to-one discussion with the trainer Phil Gott.
If you or your colleagues would like to complete this programme, please email hello@firmacademy.co.uk.
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