Dealing with difficult employees and customers


Booking


Seminar Objective

Difficult communication situations can be influenced effectively and positively by using the right techniques. Even with difficult people, good cooperation can be achieved. The behaviour patterns of difficult employees and customers can be understood and explained. In this way communication becomes more positive and relaxed for all sides.

Seminar Content

  • Identifying and better 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​​​​​​​
  • What is behind the behaviour of difficult people?​​​​​​​
  • 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?

Participants

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.


Booking


Customer rating of this seminar

4,7 (29 Bewertungen)

Information on seminar ratings

Information on seminar ratings

Origin of the seminar ratings

The evaluations of our seminars, trainings and workshops are given by the training participants of the Management Institute Dr. A. Kitzmann. After each training event, participants provide written feedback by means of a questionnaire. The testimonials given on our website are also taken from these questionnaires.

Calculation of seminar assessments

The total of eight evaluation criteria, which are collected by means of a questionnaire, result in the overall evaluation calculated on a pro rata basis.

Testimonials

I particularly liked the knowledge of various contexts in order to better understand professional situations.

K. Schmid, The Valspar GmbH

Within the scope of this training I liked very much that the thematic and temporal execution was oriented to the wishes of the participants.

S. Porten, NEW Netz GmbH

The professional competence of the seminar trainer was very good!

N. Underberg, SCHÖNOX GmbH

Seminar evaluation: Very good!

F. Schotte, Sortimo

Dealing with difficult employees and customers

Participants

not more than 9 participants

Schedule

1. Day: 10:00 - 17:00
2. Day: 09:00 - 16:00

Location and Dates

Muenster

07.11.2019 – 08.11.2019
09.12.2019 – 10.12.2019
23.01.2020 – 24.01.2020
23.03.2020 – 24.03.2020
18.06.2020 – 19.06.2020
24.08.2020 – 25.08.2020
16.11.2020 – 17.11.2020

Hamburg

27.04.2020 – 28.04.2020
22.10.2020 – 23.10.2020

Berlin

21.11.2019 – 22.11.2019
02.03.2020 – 03.03.2020
14.09.2020 – 15.09.2020

Leipzig

25.05.2020 – 26.05.2020
26.11.2020 – 27.11.2020

Cologne

11.05.2020 – 12.05.2020
28.09.2020 – 29.09.2020

Frankfurt

20.02.2020 – 21.02.2020
10.12.2020 – 11.12.2020

Stuttgart

29.06.2020 – 30.06.2020
09.11.2020 – 10.11.2020

Munich

23.04.2020 – 24.04.2020
21.09.2020 – 22.09.2020

Vienna

18.05.2020 – 19.05.2020
03.12.2020 – 04.12.2020

Fee

980,00 € (ex. VAT)

1.166,20 € (inc. VAT)

Included in the price: Working documents, certificate of participation, lunch and coffee breaks.

Course Ref.

KOM1007

Language of Training

German

Your Benefits

  • Practical Training Experience
  • Guaranteed Course Dates
  • Established in 1975

Further Seminars

Conflict management and communication training

Cooperation training

Things to know

Background information on the topic of "Dealing with difficult employees and customers"

Dealing with difficult employees and customers

Seminar Objective

Difficult communication situations can be influenced effectively and positively by using the right techniques. Even with difficult people, good cooperation can be achieved. The behaviour patterns of difficult employees and customers can be understood and explained. In this way communication becomes more positive and relaxed for all sides.

Seminar Content

  • Identifying and better 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​​​​​​​
  • What is behind the behaviour of difficult people?​​​​​​​
  • 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?

Participants

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.

Participants

not more than 9 participants

Schedule

1. Day: 10:00 - 17:00
2. Day: 09:00 - 16:00

Location and Dates

Muenster

07.11.2019 – 08.11.2019
09.12.2019 – 10.12.2019
23.01.2020 – 24.01.2020
23.03.2020 – 24.03.2020
18.06.2020 – 19.06.2020
24.08.2020 – 25.08.2020
16.11.2020 – 17.11.2020

Hamburg

27.04.2020 – 28.04.2020
22.10.2020 – 23.10.2020

Berlin

21.11.2019 – 22.11.2019
02.03.2020 – 03.03.2020
14.09.2020 – 15.09.2020

Leipzig

25.05.2020 – 26.05.2020
26.11.2020 – 27.11.2020

Cologne

11.05.2020 – 12.05.2020
28.09.2020 – 29.09.2020

Frankfurt

20.02.2020 – 21.02.2020
10.12.2020 – 11.12.2020

Stuttgart

29.06.2020 – 30.06.2020
09.11.2020 – 10.11.2020

Munich

23.04.2020 – 24.04.2020
21.09.2020 – 22.09.2020

Vienna

18.05.2020 – 19.05.2020
03.12.2020 – 04.12.2020

Fee

980,00 € (ex. VAT)

1.166,20 € (inc. VAT)

Included in the price: Working documents, certificate of participation, lunch and coffee breaks.

Course Ref.

KOM1007

Language of Training

German

Your Benefits

  • Practical Training Experience
  • Guaranteed Course Dates
  • Established in 1975

Further Seminars

Conflict management and communication training

Cooperation training

Things to know

Background information on the topic of "Dealing with difficult employees and customers"

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