Angry Clients & Challenging Individuals - How to Deal with Conflict Effectively

Introduction

Difficult work colleagues are found in every single workplace and come in every variety that you can imagine. In a similar vein, difficult clients are part of the cost of doing business. When you are faced with a difficult colleague or client in your service business, it can be hard to know what to do.

This virtual classroom seminar will enable you to recognise, repsond and manage conflict when it occurs, developing assertiveness strategies and confidence to handle criticism, aggression, or challenging behaviour. The course emphasises reactive techniques for diffusing anger, understanding the root causes of conflict and applying structured methods to calm situations. It also highlights the connection between conflict management and workplace wellbeing, showing how effective handling of difficult individuals can improve professional outcomes and reduce staff stress.

Research has shown training in wellbeing in the workplace and mental health awareness has been shown to have an eight fold return in investment from money saved through a reduction in staff turnover, sick leave and absenteeism.

What You Will Learn

This live and interactive session will cover the following:

• Recognise ways in which to handle difficult individuals through assertive behaviour techniques
• Appreciate the role that conflict plays in dealing with difficult people
• Understand the root causes of conflict within the workplace
• Recognise the stages in conflict escalation
• Develop assertiveness strategies
• Understand the difference between passive, aggressive and assertive behaviour
• Gain confidence in handling conflict, criticism and other challenging situations
• Deal effectively with aggressive people and develop skills for defusing anger and calming people down
• Apply the 6 step emergency guide to calm angry clients down

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.