Working with clients can be demanding and cause those impacted to experience a number of different emotions. How do you deal with a difficult client while still addressing their needs? How do you manage the stress and pressure experienced by the person who is providing the service? This workshop will teach participants the different techniques that can help them manage difficult situations and protect them when dealing with a difficult client.
- Understand the basics about dissatisfied, difficult, or hostile clients.
- Define the notions of violence and aggressiveness.
- Apply communication methods designed to prevent or reduce aggressiveness and satisfy a client’s needs.
- Access tools for managing the emotions experienced by those involved in difficult situations.