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Who should attend Communicating with Difficult People Onsite Training
Administrative professionals—receptionists, office coordinators, office managers, administrative assistants, executive assistants, sales and marketing assistants, customer service representatives.
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Communicating with Difficult People Onsite Training  

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Administrative professionals—receptionists, office coordinators, office managers, administrative assistants, executive assistants, sales and marketing assistants, customer service representatives.

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Seminar Summary:

Do you work with difficult people? If so, take heart: this course will give you proven strategies and skills to respond appropriately to disruptive people and challenging circumstances—while not taking them personally. (see full course description)

 
 

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Training Course Syllabus:


Communicating with Difficult People - Available for Onsite Training ONLY

Do you work with difficult people?

If so, take heart: this course will give you proven strategies and skills to respond appropriately to disruptive people and challenging circumstances—while not taking them personally. Discover how to respond positively to negative clients, customers and colleagues, remain calm when the situation is not, navigate requests from conflicting multiple bosses and stay focused through it all!

 

Who Should Attend

Administrative professionals—receptionists, office coordinators, office managers, administrative assistants, executive assistants, sales and marketing assistants, customer service representatives—who interact heavily with clients, employees or bosses.


How You Will Benefit
  • Identify difficult people and situations
  • Understand your personality style and how you relate to other styles
  • Diffuse angry situations
  • Handle all types of difficult people
  • Become a more engaged listener
  • Minimize unproductive conversations
  • Find creative options for cooperation, understanding and agreement
  • Turn difficult situations into successful negotiations
  • Be a more assertive professional who is in control of circumstances—rather than one who is controlled by circumstances

What You Will Cover
  • What your choice of words, tone and body language are actually conveying to others
  • The four basic personality styles and the underlying needs and motivations of each type
  • What really triggers difficult people to behave inappropriately
  • Conflict management techniques for dealing with the entire range of difficult personalities
  • How to diffuse volatile situations

Seminar Summary:

Do you work with difficult people? If so, take heart: this course will give you proven strategies and skills to respond appropriately to disruptive people and challenging circumstances—while not taking them personally. (see full course description)

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