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Dealing With Difficult Clients and People will teach you how to build strong relationships with clients, colleagues and employees and how to maintain relationships if circumstances become challenging.


 
Course Outline
There aren’t many certainties in life or, increasingly, in the workplace, but there is one incontrovertible fact we can all agree on: sooner or later we will all behave in a manner others consider ‘difficult’ and we will all have to deal with a person we think is being ‘difficult’.
Understanding what makes people difficult makes it easier to prevent or minimize situations that can lead to difficult behaviour in others.

Should our best efforts fail, knowing how to work our way through difficult situations, manage crisis and effectively solve problems will enhance our relationships with clients and colleagues and improve our prospects of career success.
  
Dealing With Difficult Clients and People will teach you how to build strong relationships with clients, colleagues and employees and how to maintain relationships if circumstances become challenging.

You Will Learn: Client Management Skills
  • How to start off on the right foot to prevent misunderstandings and difficulties
  • How to manage expectations and establish boundaries
  • Classic difficult client behaviors, and the strategies for managing these behaviors
  • Policies and procedures for resolving client conflicts or to address dissatisfaction in an efficient and effective manner
  • Managing major issues and problems to prevent lawsuits and/or client complaints that trigger disciplinary actions by your regulatory body
  • Know when to fire a client and how to do it
  • Methods for coaching staff so:
    • They can develop good relationships with clients
    • Establish boundaries to prevent inappropriate behavior
    • Use common sense to diffuse conflict
    • Understand the proper channels to go through to resolve the situation
Managing Difficult People
  • Understanding what makes people difficult
  • Factors that can 'trigger' or cause difficult behaviours in clients, colleagues and employees
  • How to deal with difficult behaviour
  • Tips for active listening and effective communication
How to manage conflict
  • How to manage conflict between yourself and other people
  • How to manage conflict between colleagues or employees
Who Should Attend: Practice owners and managers who want to improve their client and people management skills
Prerequisites & Certificates
Pre-Requisites

Certificates offered

Registration fee includes Program manual with step-by-step how-to directions


Cancellation Policy

Map & Reviews
Oomph Group
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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