We tailor the course to meet the specific needs of the delegates with a ‘toolbox’ of various skills and techniques to be used when dealing with difficult or aggressive people, on the phone, face to face, in meetings and by email.
We design each course to meet the specific needs, culture, arrangements and circumstances of each organisation we work with, so ‘yours will be different’.
This is not a self defence course but about ‘arming’ staff with a range of skills to help them respond assertively to an aggressive customer, client or ‘Joe public’. The course is co-tutored, very practical and interactive in style and suitable for up to a maximum of 12 delegates.
‘a well run and fun course covering all points necessary to successfully deal with difficult situations’
‘I now feel confident about dealing with difficult people – I have ideas, phrases, strategies and a new set of skills. Thank you Gail and Hilary’.
Performance enhancement services
Peak performance for all is important and achievable: we can help individuals and teams deal with barriers to success be they around:
- working styles and practices
- an inability to adjust to new circumstances
- a lack of confidence and assertiveness
- underdeveloped communication skills
We work with groups of staff in organisations to address these barriers, enabling them to be more effective teams, better individual performers and greater contributors to the success of the organisation.
For example, we developed a course for a company with a large, administrative team: their morale was low; they were finding it hard to get their point across in meetings and were frequently not able to meet promised deadlines. We designed a course which ran over three half days which focussed on three key areas:
- self image and self confidence
- managing and improving relationships
- meeting skills (formal, informal and impromptu ‘corridor/desk’ meetings)
Staff loved the course and their subsequent work performance showed they had improved in all three areas we focussed on and in addition, were better motivated, more confident and had developed even better skills in managing difficult colleague/customer relationships