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"Excellent course, great instructor, learned a lot and will help me in all aspects of my life"

Jacques Ladouceur, Montreal Management Training Seminar attendee
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Succeed with Difficult Clients

Seminar Outline:

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The easiest way to deal with difficult people is to stay as far away from them as you can.  This is great advice for those who work at home; it's an achievable option, but the vast majority of people cannot avoid interactions with a wide range of personality types, including those difficult, frustrating, incorrigible people who you may see every day.  Your success often depends on your ability  to work well with all types of people, difficult ones included.
Often the difficulties that we encounter with others is based in conflict.  Conflict occurs when two or more people try to take different actions or reach different goals. People who are highly competent can become ineffective during conflict.  Dealing with difficult clients can descend into conflict.  

All of us experience conflict.  We argue with our spouses, disagree with our friends and sometimes even quarrel with strangers at a hockey game.  At times we lose sight of the fact that all this conflict is normal.
 

This two day workshop is designed to help you identify the nature of the conflict and to separate the factual issues from the emotional issues in order to reach a conclusion.  It will help you to identify some of the ways you may be contributing to these problems and give you some strategies you can adopt at work and in your personal life.

How You Will Benefit:

  • Recognize how our own attitudes and actions impact on others
  • Find new and effective techniques for managing negative emotions
  • Communicate more assertively and effectively
  • Become more confident that you understand another person's message correctly
  • Identify effective verbal and non-verbal communication
  • Increase positive information flow to enhance productivity and performance
  • Develop coping strategies for dealing with difficult people and difficult situations
  • Identify those times when you have the right to walk away from a difficult situation
  • Know that conflict is not always negative
  • Be able to deal constructively with conflict situations

What You Will Learn: difficult people

  • The power of reciprocal relationships
  • How to adapt to change
  • The importance of interpersonal communication
  • Listening and questioning skills
  • Developing effective interactions with others
  • Techniques for handling people
  • How to effectively handle a conflict situation
  • Resolving conflict
  • Managing anger and negative feelings
  • Setting goals
  • De-stress options

Who Should Attend:

    Receptionists, personal assistants, government employees, customer service employees, salespeople, managers, supervisors, team leaders, engineers.


Our seminars are available in person at one of our training locations, in small group sessions at your place of work or online where indicated.  


Our most popular management training courses in Vancouver, Victoria and Montreal cover Anger ManagementStress ManagementTime ManagementCoachingManagement 101Minute Takers WorkshopEssential Skills for Administration Assistant and Public Speaking

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