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
16.11.2020 – 17.11.2020
18.03.2021 – 19.03.2021
14.06.2021 – 15.06.2021
23.09.2021 – 24.09.2021
06.12.2021 – 07.12.2021
Hamburg
08.02.2021 – 09.02.2021
04.11.2021 – 05.11.2021
Berlin
03.05.2021 – 04.05.2021
23.08.2021 – 24.08.2021
Hannover
07.06.2021 – 08.06.2021
15.11.2021 – 16.11.2021
Leipzig
26.11.2020 – 27.11.2020
11.03.2021 – 12.03.2021
30.09.2021 – 01.10.2021
Cologne
26.04.2021 – 27.04.2021
08.11.2021 – 09.11.2021
Frankfurt
10.12.2020 – 11.12.2020
08.07.2021 – 09.07.2021
16.09.2021 – 17.09.2021
Nuremberg
10.05.2021 – 11.05.2021
09.12.2021 – 10.12.2021
Stuttgart
09.11.2020 – 10.11.2020
04.03.2021 – 05.03.2021
22.11.2021 – 23.11.2021
Munich
22.04.2021 – 23.04.2021
04.10.2021 – 05.10.2021
Vienna
03.12.2020 – 04.12.2020
22.02.2021 – 23.02.2021
13.09.2021 – 14.09.2021
Zurich *
27.05.2021 – 28.05.2021
23.09.2021 – 24.09.2021
Fee
980,00 € (ex. VAT)
1136,80 (inc. VAT)
* Fee Zurich
1.400,00 CHF
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
Things to know
Background information on the topic of "Dealing with difficult employees and customers"