Dealing with difficult employees and customers

Recognize and better understand difficult employees and customers:

• Facilitating collaboration with difficult people
• Responding optimally to difficult communication and behavior patterns
• Getting to know personality profiles
• Improve and positively influence interpersonal relationships in the workplace

Recognizing and utilizing existing potential:

• The positive power of conflict: Dealing with customers and employees
• Developing personal strategies for dealing with problem people
• Recognizing escalating situations and stopping them in time
• Dealing convincingly with customers and employees
• Concede or confront: Demonstrate flexibility in behavior

In every conflict there is an opportunity:

• Behavior in aggressive situations
• Choice of words, voice, posture, gestures and facial expressions
• Constructive conversation techniques
• Conducting critical discussions with customers, employees and colleagues
• Advantages and disadvantages of authority and authoritarian behavior
• What is behind the behavior of difficult people?
• Showing understanding or provoking: the right strategy
• Dealing with objections, pretexts and destructive persons

Motivation and results:

• Motivation techniques
• Influencing the working atmosphere positively
• How to bring difficult conversations to a constructive conclusion?
• Practical tips, recommendations and behavior for dealing with difficult people
• A way out: the parting conversation

After this seminar you will have the necessary knowledge to deal confidently with employees and customers in difficult situations.

• You will learn to better understand your customers and how to respond to them in the best possible way to strengthen the relationship
• You will be taught the skills to conduct difficult conversations with employees or customers in a results-oriented manner
• You will be able to adapt your behavior to the situation to search for suitable solutions in a targeted manner
• You will be able to communicate professionally with customers and employees, even in difficult situations