Dealing with difficult employees and customers

Seminar objective

Difficult communication situations can be effectively influenced by applying the right techniques. Even with difficult people, successful cooperation can be achieved. By understanding the behaviour patterns of difficult employees and customer communication can become more positive and even relaxed for all sides.

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Seminar content

Identifying and understanding difficult employees and customers
Facilitating cooperation with difficult people
Reacting optimally to difficult communication and behaviour patterns of difficult people
Behaviour in aggressive situations
Choice of words, voice, posture, gestures and facial expression
Understand why difficult people behave in that way
Develop personal strategies for dealing with problem persons
How can difficult discussions be brought to a constructive conclusion?
Dealing with know-it-alls, deviousness and destructive people
The positive power of conflict
Recognizing escalating situations and stopping them in time
Practical tips, recommendations and behaviour for dealing with difficult people
Give in or confront: showing flexibility in behaviour
Show understanding or provoke: the right strategy
How do I help difficult people to become positive communication partners?

Methodology

Simulation of appraisal interviews
Interactive and experience-oriented exchange
Individual and group exercises
Short trainer inputs
Exercises with individual feedback

Target audience

The seminar dealing with difficult employees and customers is aimed at specialists and managers in all areas who wish to deal constructively with difficult employees and customers.

Further information

Why is our course important?

Numerous researchers have been urging for years that managers should also pay attention to emotional culture in the workplace. An environment in which appreciation is practiced automatically makes people happier. But it's not just the employees themselves who benefit from this. People who are happy also produce better results. Genuine leadership today requires more than just elbow thinking. Rather, leadership competence should consist of having an open ear for one's team and tackling problems together. This is precisely what we teach in our employee leadership course.

How is our course designed?

In the course Dealing with Difficult Employees and Customers, you will learn basic knowledge about conversation management, leadership skills and leadership. In small groups of a maximum of nine people, you will be taught over two days how to deal optimally with challenging people. The seminar takes place on the first day from 10:00 to 17:00 and on the second from 09:00 to 16:00. You will receive important input from our experienced coaches in individual and group work and also learn significant methods.

What are your benefits of this course?

The course dealing with difficult employees and customers offers you the unique opportunity to revise your conversation and leadership skills in order to be better able to deal with challenging people. In addition, you will have the opportunity to discuss leadership in depth with the trainers and other participants. To round off the seminar in the best possible way, you will also reflect on your own expectations and be given effective methods to master challenges in dealing with difficult personalities in the future without any problems.