PPT-Dealing with Difficult Situations

Becky Davis Establishing the Context Situations in a Customer Service Setting InternalExternal Common Complaints amp Negative Behaviors Identifying Fundamental Principles The Anatomy of Conflict. Fact or widely held perception number two the problem is growing in terms of the numbers of difficult complainants and the seriousness of their difficult interactions The facts of life The facts of life brPage 3br Fact number three most people woul Presented By. Steven Riccobono and . Kathleen . Caggiano-Siino. Todays Take Away. You will learn about:. Are they a . Bully. . or . Difficult. Personality?. Difficult Personality Types. How to cope with the difficult personality types.. Qualifier – This does not mean that every audit will have difficult auditees!!! . Difficult auditees just make audits more challenging.. Audience Poll. Has anyone ever dealt with a difficult auditee?. Advanced Managerial Communication. Today’s agenda. Why People Get . Hostile. Effective Listening . Skills. Dealing with Difficult . Questions. Dealing with Difficult Questioners . Delivering Effective Responses. Jessica . Collett. , Amy . Jonason. , . and Melissa . Pirkey. Department of Sociology. Notre Dame. Classroom Incivilities: . disrespectful infractions that may be committed by students or instructors. . What is a difficult person?. Who is a difficult person?. What is and is not a difficult person. General steps to manage difficult people. Dealing with difficult employees/subordinates. Dealing with a . . Employee Assistance Program. Usually ingrained and inflexible . Is frequently learned, repeated, patterned behavior. Matter of perception. Often a defense for fear, feeling out of control, feeling disrespected. Kelley Newcomer, MD. David Kessler . Understand what can cause a patient to become . difficult. Learn about difficult personality types and how to respond to . them. Discuss difficult situations and how to diffuse . Domestic Violence. Domestic Violence and Abuse Situations. Domestic Violence are dangerous and unpredictable- no routine calls. Family or household- married, reside in the same house, related by blood, child in common, substantive dating. Learning . Objectives. To gain an understanding of the benefits of . active listening. Practice conflict resolution based on real scenarios. Learn from our most difficult customers. Discuss effective methods of follow up. Jennifer Woods and Beckie Morris. Government. Business. Health. Luxury Sports Car. Family Wagon. Something that will go thru MUD. Smart Car. No kids- Love it. No kids- someday. Kids- Yes. Grandkids- Yes please, Already there. . Employee Assistance Program. Usually ingrained and inflexible . Is frequently learned, repeated, patterned behavior. Matter of perception. Often a defense for fear, feeling out of control, feeling disrespected. with. Presented by . Tia Coutroupis. 1. Objectives. Sharpen my skill set in order to …. render effective listening and communication. collaborate around solutions. promote positive involvement. increase BTU membership. Customer Service – Dealing With Difficult Customers Objectives Discuss steps to take when encountering difficult customers Identify the difficult customers Aggressive Passive Identify reasons that customers are difficult