This online workshop aims to assist people in delivering client services to those whose situations are complex and whose behaviour is, at times, demanding and challenging.
It will enable you to better understand the psychology of difficult people and assist in developing strategies and communication skills to deal more effectively in such client situations.
While this training is designed for external client focused situations, many of the skills learned are helpful in any relationship (internal, external or even personal).
Time zone
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
Delivery format
- 3-hour interactive Zoom workshop – join details provided upon registration.
- Participants will require access to PC/Laptop with speakers, microphone and webcam
What you'll learn:
Understanding Difficult Behaviour
- The psychology of difficult behaviour
- Your client's expectations – how do you rate?
- The importance of setting explicit expectations and managing unrealistic expectations
- Getting the 1st impression right (face to face/on the phone)
- How to show initiative and be pro-active
- The importance of follow-up and keeping clients informed
- Why do clients demonstrate difficult behaviour? Who is most at risk?
- Overcoming barriers to communication
- Understanding enquiries explicitly before answering them
- What to do when people are on drugs or not making sense
- Giving clear information and explanations
- How to say 'No' while maintaining a positive relationship
- Appropriate assertiveness – giving feedback
Dealing with Challenging Situations and Behaviour
- Recognising the warning signs
- Managing stress and pressure
- Emotion vs. logic – why people don't listen
- Coping with over-sensitivity
- Conflict Resolution – getting to a 'win-win' outcome
- Negotiating the solution process
- Separating the person from the problem
- Abusive or threatening clients – what to say and what not to say
- Keeping yourself safe – what are the boundaries and what should you do?
- When to escalate – using a team approach
- Not taking conflict personally – learning to let it go
Scott is a registered psychologist with a solid background as an educator. He has worked as a lecturer in psychology, behavioural science and research at the Universities of Sydney and Western Sydney. Lecturing for 6 years at both undergraduate and postgraduate levels, Scott specialised in the disciplines of health and social psychology. His expertise includes such areas as leadership, teams and group dynamics, communication and body language, persuasion techniques, stress, and workplace satisfaction.
Since 1999, his work in the corporate sector has spanned the spectrum from industrial psychologist to corporate trainer. In 2004 he became a certified Master Coach in Behavioural Coaching and continues to coach both individuals and teams at all levels within the companies with which he works.
Non-Member
Affiliate Member
General Member
Professional Member
Senior Professional
Where applicable, GST will be applied