These outlines are a guideline only and all programs can be tailored to meet your individual needs. For more information about the programs, and the special requirements to conduct them, please contact Fundamental Training and Development.

This program can be targeted at dealing with the behaviour of either staff, customers or both.

Day one

Difficult people or difficult situations?
Types of difficult behaviour
Managing difficult behaviour
Principles of behaviour
Handling criticism assertively
Diffusing anger
Turning difficult situations around
Complaints handling
Seven steps to customer problem solving
Some tips for handling complaints positively
Self management