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COMMUNICATING WITH DIFFICULT PEOPLE
- INTERNAL AND EXTERNAL CLIENTS 15 | Banca e Seguros

15 | Banking and Insurance
Requirements
No Requirements

We all do have a challenge of knowing how to deal with different people and behaviours in the most varied contexts, whether familiar, social
or professional. When the challenge meets difficult people, it is even greater. To build and keep good everyday relations may not be easy,
but it is possible.

CONTENTS
OBJECTIVES
Module 1 - Identify and Keep a Relation with the Most Common Types of
At the end of this training course, trainees will have acquired Difficult People
skills to effectively work with difficult people and will also - External Customer
have acquired specific skills to communicate and work with - Internal Customer
these type of people.
- External Difficult Customer
- Internal Difficult Customer
ADDRESSEES - Communication and Assertive Behaviour
Everyone interested on this subject.
Module 2 - Self-Assessment of Own Style of Behaviour
- Conceptual Approaches
- Role Within Team
- Different Styles of Self-Assessment and Correspondent Implications
- Advantages of Self-Assessment

Module 3 - Negative Behaviours
- Notion of Conflict
- Conflict versus Criticism
- Nature of Conflicts
- Styles of Conflict Management
- Guidelines on Conflict Management
Module 4 - Strategies to Handle Negativism
- Negotiating as a Communication Task
- Negotiation Strategies
- Key Stages in a Negotiation
INFORMATION
Module 5 - Proactivity with People Regarded as Problematic
Hours: 20h
Time: See Training Plan - Assertive Communication
Material Delivered: Training Support Material - Assertive Behaviour
Training: Attendance Required - Purposes, Targets and Objectives
Regime: Working Hours / Post-Working Hours - Different Categories of Objectives
- How to Formulate Objectives Within Teams
- Importance of Control Within the Team
- Basic Principles in Assessment
METHODOLOGIES Module 6 - Motor of Change in Difficult Behaviours

Methodologies used by the trainer will be - Main Obstacles to Change
- Resistance to Change
expository, demonstrative and/or active, favouring - Positive Communication
the latter whenever possible. - Positive Behaviour
- Determining Priorities: Urgent versus Important

ANGOLA +244 225 400 399 | www.get-ao.com ∙ PORTUGAL +351 244 820 630 | www.get-pt.pt ∙ MOÇAMBIQUE +258 857 367 374 | www.get-mz.com 13