Dealing with Difficult People

You Will Learn:

Client Management Skills

• How to start off on the right foot to prevent misunderstandings and difficulties
• How to manage expectations and establish boundaries
• Classic difficult client behaviors, and the strategies for managing these behaviors
• Policies and procedures for resolving client conflicts or to address dissatisfaction in an efficient and effective manner
• Managing major issues and problems to prevent lawsuits and/or client complaints that trigger disciplinary actions by your regulatory body
• Know when to fire a client and how to do it
• Methods for coaching staff so:
  • They can develop good relationships with clients
  • Establish boundaries to prevent inappropriate behavior
  • Use common sense to diffuse conflict
  • Understand the proper channels to go through to resolve the situation

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Managing Difficult People

• Understanding what makes people difficult
• Factors that can 'trigger' or cause difficult behaviours in clients, colleagues and employees
• How to deal with difficult behaviour
• Tips for active listening and effective communication

How to Manage Conflict

• How to manage conflict between yourself and other people
• How to manage conflict between colleagues or employees

Who Should Attend:

• Professionals who are thinking of launching their own practice
• Professionals who are in the process of setting up their own practice and would like to ensure they've 'covered every base'

Payment:

If you prefer to pay us directly with your credit card, please e-mail us your contact information and an Oomph representative will get back at you.

For great tips and resources on business management, visit our website: www.oomphgroup.com