Dealing with Difficult People and Situations

Course Overview

This four-part course contains instructor-led videos to help you deal with difficult business situations. No matter what your position is in the organization, you will have to deal with angry, upset or difficult people at some point. It’s part of the job, but many people find it to be a stressful part of their day, which can lead to burnout unless there is an established, step-by-step process in place. Managers have difficult conversations with employees, salespeople have difficult negotiations, and other frontline positions deal with difficult customers and demands regularly. This new online self-study course from Sandler will look at difficult people and situations.  What makes them difficult? Why do we often feel uncomfortable with these situations? How do we avoid getting into these situations? How can we use proven Sandler techniques to institute a step-by-step process to resolve conflict without escalating it?  And, how can we fix both the problem and the upset customer while still maintaining our own confidence and self-esteem?

Target Audience

Customer Care Representatives

Learning Objectives

Understanding Yourself and Keeping Your Composure Understanding Others and What Makes Them Difficult Preventing Difficult Situations Dealing with Difficult People & Situations

Business Outcomes

More engaged and skillful staff, better client retention, and more referrals and repeat customers