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CONFLICT RESOLUTION - MANAGING DIFFICULT AND DEMANDING PEOPLE

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					Course Outline



CONFLICT RESOLUTION - MANAGING DIFFICULT
         AND DEMANDING PEOPLE
Aim:
This course is suitable for all staff working in a customer/patient focused working environment; it will
provide delegates with the skills needed to handle anything that their job throws at them –
confidently, professionally and calmly. The activities within the course focus on developing individual
and organisational effectiveness in dealing with difficult and demanding customers. The course will
also help to increase the delegate’s confidence to effectively handle difficult customers and complaints.

Attending this course will help to contribute to the following levels of KSF Core Dimensions.

     •   Communication – levels 2 &3
     •   Personal & People Development – level 1
     •   Health, Safety & Security – levels 1, 2 & 3
     •   Service Improvement – level 2

Objectives:

By the end of this programme participants will have: -

 •   Considered some of the psychological factors contributing to difficult customer situations

 •   Gained an understanding of the guiding Principles of dealing with difficult customers

 •   Explored and practised the 7 key skills needed to diffuse challenging situations

 •   Knowledge of a structured model to handle difficult customers

 •   Discussed strategies to deal with verbal ‘attacks’, ‘put downs’ and ‘demands’

 •   Gained an awareness of the likely impact on individuals handling difficult situations



Course Duration: 1 Day




                                     Activity – www.activitygroup.co.uk
                     Putting energy, passion and a positive attitude into the workplace

				
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Description: CONFLICT RESOLUTION - MANAGING DIFFICULT AND DEMANDING PEOPLE