Serving Difficult Clients

DESCRIPTION

There is increasing concern in today’s workplace over clients or customers who are rude, distrustful and at times overly aggressive and potentially dangerous.  Often, these attitudes are the result of some internal or external factors and are real, while at times, they may be perceived as being difficult when the assumptions are due to cultural or style differences which can lead to conflict. In this course participants will identify their own definitions of what makes a client/customer difficult as well as explore the role perception plays in conflict and why a person may be incorrectly labeled as difficult. While exploring the styles and behaviors of difficult people, the class will also explore the two areas that are most critical to working with clients/customers: communication styles, and differences in value-driven behaviors.  Participants are then able to distinguish between someone who is truly a difficult person, or someone who being mis-perceived as difficult as a result of cultural differences and when job constraints are a factor in how to handle the client.

APPROACH:

Our training approach includes a variety of methods to communicate philosophy, theory, and skills and to facilitate involvement.  Facilitation methods include brief lectures, case studies, simulations and small group exercises and discussion. Our training encourages participation through positive inter-action, stresses behaviors rather than attitudes, and focuses on an understanding of individual values as a foundation for skills building.

Training Modules include:

Defining what makes a client/customer difficult. Perception and Conflict
Exercises on Communication Styles and Values Differences
Difficult Behaviors – The DIE Tool
Action Plans for Staying Safe in The Workplace

Participants Will Learn:

  • Participants will identify individual definitions of conflict and why a client is difficult.
  • Participants will the impact of perception and stereotypes
  • Participants will learn the styles and behaviors of difficult people.
  • Participants will identify when a client is difficult or different

Training Length: Training can be provided in half day or full day formats.

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This curriculum is designed in collaboration with EDS President Emeritus, Donna Stringer.