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Dealing with Difficult People and Situations

COURSE
Sandler Admin
2 hrs

Dealing with Difficult People and Situations

COURSE
Sandler Admin
2 hrs
OR
Included in GO1 PremiumStarting from $12 per user for teamsLearn moreTry it free
OR
Included in GO1 PremiumStarting from $12 per user for teamsLearn moreTry it free

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

Learning
Introduction
Course Overviewvideo
Chapter 1
Chapter 1 - Overviewvideo
Keeping Your Composurevideo • 2 mins
Identity & Roles Separationvideo • 3 mins
Sandler Success Trianglesvideo • 3 mins
How Do You See the World?video • 2 mins
Who Said That?video • 3 mins
How Often Do You Take These Situations Personally?video • 2 mins
Chapter 2
Chapter 2 - Overviewvideo
Everyone Wants to Feel OK About Themselves!video • 3 mins
Avoiding Cross-Transactionsvideo • 3 mins
Games People Playvideo • 3 mins
How Do They See the World?video • 3 mins
Chapter 2- Wrap Upvideo
Chapter 3
Chapter 3 - Overviewvideo
Mutual Mystificationvideo • 3 mins
Adding Control and Predictability to the Situationvideo • 3 mins
Sandler Questioning Techniquesvideo
Chapter 3 - Wrap Upvideo
Chapter 4
Chapter 4 - Overviewvideo
Communication is a Two-Way Activityvideo • 2 mins
Setting Clear Expectationsvideo • 2 mins
Questions You Can Usevideo • 6 mins
Rescue Tacticsvideo • 2 mins
Come to an Agreementvideo • 3 mins
7 Steps for Dealing with Difficult Peoplevideo • 3 mins
Course Wrap-Upvideo