Dealing with ‘difficult’ people and challenging situations

Professionals and their clients work under high pressure, which can bring out the worst in people. Yet approaches that work well with one person may not work with another.  As a professional you need to be able to handle difficult behaviours under pressure.

 

This session covers:

• Words to use and words to avoid in dealing with difficult people

 

• Different types of ‘difficult’ behaviour and how to deal with each

 

• Taking ownership of situations and providing reassurance without over-committing

 

• Controlling your feelings and developing an inner confidence in daunting situations

 

• How to handle clients who are emotional (angry or upset)

 

• Using questions to understand, to build empathy and to help people see solutions for themselves

 

• What to say when you are (or may be) in the wrong.

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Dealing with ‘difficult’ people and challenging situations

Dealing with ‘difficult’ people and challenging situations