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Handling Difficult People & Situations  

Overview

Make no mistake about it; we all face difficult people in all aspects of life. Customer, suppliers,  colleagues, friends and even family members may display challenging characters that we need to understand and handle to create positive relationships. Relating to others successfully is always a challenging and dynamic process, even when the people you are working with are well-intentioned and have strong interpersonal skills. In this course you will learn about yourself and about patterns of behavior that you have encountered but haven’t taken the time to understand as fully as needed. You will learn techniques and models to guide you through the minefield of dealing with difficult people in a productive and successful way.

Who Should Attend

Any person that needs to deal with difficult people or situations successfully to gain mutual
agreement, will benefit from this course.

Price

R2,850.00 per person Incl VAT

PLEASE NOTE: Learnfast serves a full lunch during break as well as coffee, tea and biscuits as part at no extra cost. We also cater for special meals.

Duration

1 Day (08:30 - 16:00)

Our myWay Learning Methods

Our innovative "myWay” learning methodology is built around the students individual learning requirement, allowing each student to learn in a style that is most suitable for their skills set, knowledge and schedule.

Instructor-Led Classes

Reach your full potential through our “myWay Instructor-Led” classes combined with interactive lessons, supporting video content, practical assignments and in field experience. We deliver instructor led classes full time, part-time, weekends and onsite.

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Mentored Learning

The "myWay Mentored Learning” was created in response for more flexible learning schedules and focused content. It allows each student to progress in a manner that is most suitable for their skills set, knowledge and schedule that a fixed, lecture based approach does not allow for. You will be mentored on a one to one basis by a subject matter expert with continues practical exposure and focus on problem areas, allowing you to progress at your own pace and deciding what content requires more or less time.

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Distance Learning

Do a course at your own pace via our “myWay Distance Learning”. We have re-defined studying via online by combining self-study with supported interactive online video lectures, extra resources, questionnaires and much more, all supported via out Online Student Portal. You will get a course coach and lecturer assigned to you so that you never feel alone and have support whenever you need. Your coach will look after you and your study health, encouraging you to progress constantly.

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Testimonials

Important Notes

  • Students are to be at the training venue by 08h00 in preparation for a 08h30 start time.
  • Learnfast retains the right to change this calendar without any notification.
  • Bookings are only confirmed upon receipt of the proof of payment or an official company purchase order for the full amount of the training.
  • For full day courses Learnfast will supply you with the relevant training material. A desktop computer to use for the training (where applicable), tea/coffee and a full lunch for full day InClass training hosted at Learnfast only. Catering is not included for OnSite training and laptop is available for hire at an additional cost if required.
  • Cancellation or rescheduling requests must be in writing and reach us via fax or email at least 5 (five) working days prior to the course commencement date. Full course fees may be retained for no shows or requests within 5 working days prior to commencement.
  • Although we go to great lengths to ensure that all training proceeds as scheduled, Learnfast reserves the right to cancel or postpone dates if we require to do so and undertake to inform clients in writing and telephonically of these changes.
  • Learnfast suggests clients wait until a week prior to course commencement that a course has been confirmed to go ahead as scheduled before booking flight and accommodation. Learnfast is NOT responsible for cost associated with cancellation of classes such as flight and accommodation for clients.

1. The Difficult People in Your Life

  •  The Difficult Person in Your Life
  • Personality Profiles of Difficult People

2. How You See and Hear Difficult People 

  • How I Contribute to the Problem
  • Beliefs
  • Values
  • Preferences/World View

3. The Power of a Difficult Person

  • Degrees of Difficulty
  • Favourite Difficult Person
  • First Response
  • Getting Past the First Response
  • Go, No Go

4. Making a Plan and Finding the Words 

  • Planning to Deal with Difficult People
  • Strategies for Dealing with Different Types

5. Leading a Difficult Customer to a Better

  • Outcome
  • The LEAD Model
  • Listen
  • Explore
  • Attend
  • Deliver a Solution
  • Being the Difficult Person
  • Appreciative Inquiry
Campus
Book Now
Type
End Date
Start Date

Cape Town, Pinelands
In-Class
25 Jan 2018
25 Jan 2018

Cape Town, Pinelands
In-Class
03 May 2018
03 May 2018

Cape Town, Pinelands
In-Class
23 Aug 2018
23 Aug 2018

Cape Town, Pinelands
In-Class
22 Nov 2018
22 Nov 2018

Campus
Book Now
Type
End Date
Start Date

Centurion, Pretoria
In-Class
22 Feb 2018
22 Feb 2018

Centurion, Pretoria
In-Class
24 May 2018
24 May 2018

Centurion, Pretoria
In-Class
20 Sep 2018
20 Sep 2018

Centurion, Pretoria
In-Class
10 Dec 2018
10 Dec 2018

Campus
Book Now
Type
End Date
Start Date

Midrand, Johannesburg
In-Class
25 Jan 2018
25 Jan 2018

Midrand, Johannesburg
In-Class
03 May 2018
03 May 2018

Midrand, Johannesburg
In-Class
23 Aug 2018
23 Aug 2018

Midrand, Johannesburg
In-Class
22 Nov 2018
22 Nov 2018


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