Coping with Difficult People

Part of the Customer Service certificate series »

Course Description

Ten percent of the people can consume 70 percent of your time. Do you recognize some of these types of people: hostile/angry, pushy, manipulative, self-centered, silent, passive-aggressive, complaining, defensive?

In this course you will learn:

  • why difficult people are the way they are
  • how to move from "reacting" to "responding"
  • practical techniques for making your dealings more effective
  • twelve considerations in working with difficult people
  • three stages of conflict management

Instructor

Paul Porter

Date | Time | Location

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