Objectives

• Understand the personalities of difficult persons to improve relations

• Acquire a strategic approach to working effectively with difficult clients

• Acquire techniques to deal efficiently with complaints and difficult personalities

Contents

• Understanding the different types of personalities of difficult clients

• Building relationship based on trust

• Delicate situations and how to face them

• 5 steps to working effectively with difficult clients

• Important elements to consider

• Techniques to stay in control and deal efficiently with client's emotions

• Developing creative solutions to solve problems

• Communicate efficiently

• The intelligent intercultural communication

• Pitfalls to avoid

• Exercises and role-playing

• Developing your personal action plan

Information