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| MANAGEMENT SKILLS |
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| Dealing with Difficult People |
Description:
Every day in the work place, we are expected to manage relationships, which may involve stressful interactions
with people and/or situations. This requires special skills and techniques.
This seminar will help you:
- Understand the "Issues" that stop agreement.
- Find the most effective questions to move an opponent off their position.
- Build win/win relationships.
- Manage relationships for the long term.
Participants Will Learn:
- How to handle unhappy clients/suppliers.
- The impact of stress on the brain and how you can control it.
- How to diffuse emotional situations.
- Reframing, a powerful communications technique.
- How to summarize for accuracy.
- Why it's important to separate the people from the problem; and
- Stress relief for customer service representatives.
Interactive:
- Through brain based accelerated learning techniques, participants use the information every 30 minutes,
ensuring that everyone has a chance to use the methods introduced. The participants are involved in group,
and individual activities as their skills increase.
Practical Application:
- Adult education is only valuable when it can make a difference on the job the next day. Our unique
homework plan can ensure that participants will think about the material for weeks.
Format:
- Training will take place on the premises of the client or another location selected.
Fees:
- Our fees for training services are billed at $150 per student per day, subject to a minimum fee of
$2,500 per day plus out-of-pocket expenses, including airfare, hotel, transportation and training
facilities.
Duration:
Contact:
| Karen Rutherford | Telephone: (416) 368-7990 |
| 200 University Avenue, | Facsimile: (416) 368-0886 |
| 14th Floor | E-Mail: training@cooksonwalker.on.ca |
| Toronto, Ontario | |
| M5H 3C6 | |
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Related Training Seminars:- Managing Effort: Getting Results
This program is designed to help managers improve performance and results through training, coaching and facilitating the development of their staff as responsible self-managers. - Activity Based Selling (ABS™)
This program teaches systems that will provide brokerage owners and sales and service managers with everything they need to develop producers and commercial lines CSRs to excel at selling and servicing new and existing business. - Coaching, Mentoring, Training
This program will help managers and supervisors understand the different roles and responsibilities of coaching, mentoring, and training. - Strategic Thinking and the Skill of Mind Mapping
Mind Mapping is an effective, easy-to-learn skill that has multiple applications in a business environment.
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