DESCRIPTION
This course is designed to provide an insight into some of the reasons why people become difficult or challenging. It explores some of the emotions involved and provides strategies for dealing with them.
It should provide delegates with ideas and the chance to reflect on situations and avoid becoming emotionally involved or stressed.
OBJECTIVES
By the end of this course delegates should:
- Be able to devise their own strategies for dealing with challenging customers
Have an understanding of the emotions behind challenging behaviour
Recognise that situations they face are not unusual and happen to everybody
Continue to reflect on what they have learned when they face real situations
Remain much less stressed because the have an awareness of the psychology involved.
