Award Crest
York College

Programme overview

This course is designed to:

  • Assist participant’s develop a range of skills and techniques required for effectively managing difficult customers and apply them to any specific working or business situation
  • Understand the importance of identifying the needs of customers and why they behave the way they do. This understanding allows us to utilise the tools learned to more effectively manage difficult customers

Who should attend?

  • People who regularly encounter difficult customers -either internal or external as part of their job role.
  • First line leaders and individuals who want to understand how to more effectively manage situations and achieve win:win outcomes

This 1-day programme has been specifically designed for people who have little or no experience of the tools and processes involved in managing difficult customers


During this program you will learn how to:

  • Understand why people behave the way they do
  • Recognize the common causes of breakdown in communication
  • Look at behavioural types and appreciate individual characteristics, adapting their own style to suit the occasion
  • Appreciate behavioural options: aggressive, assertive and passive behaviours, influencing, and persuasion

Program Outline

  • Discussion on the challenges of getting along with others
  • Influence others to the outcome you want
  • Use the Socratic method to move conversations to "yes"
  • Use Human Relations principles to help change behaviours
  • Motivate others to get the job done
  • Work with difficult people
  • Understand the role of attitude and its effect on relationships
  • Criticise and not be hated for doing it
  • Gain cooperation with an appeal that works every time
  • Use a win-win approach to create an atmosphere of trust
  • Replace giving orders while giving encouragement
  • Learn and practice techniques to win people to your way of thinking
  • Exercise: Creating cooperation


Our programme is designed to be participative, creative, hands on and fun.
In addition to giving ideas, principles and theories we will give delegates methods, tools, tips, techniques and plenty of practice of the coaching skill areas and techniques covered. There will also be the opportunity to develop strategies to use these skill areas and techniques back at work and make links with planned personal development

Our trainers bring with them a wealth of experience in the subject. Our approach is professional and relaxed to quickly build confidence, delivered by trainers who have consistently exceeded expectations in their own careers. We expect participants to be fully involved in the process, be enthusiastic and work hard to change their behaviours and to incorporate new learning.


Difficult Customers

  • Introduction
  • Internal and external customers
  • Barriers we face

Our Own style and the Style of Others

  • Drivers
  • Assertiveness
  • Inner dialogues
  • Achieving a Win:Win


  • Effective questioning
  • Listening
  • Giving and receiving constructive feedback
  • Empathy and Sympathy
  • Practice session


  • Understanding motivational factors
  • When to disturb comfort zones to help develop potential
  • Overcoming obstacles

Practice session

  • Pulling it all together

Action Planning

  • Plan and discuss what they will do on the return to work

Programme Delivery & Cost

Full-day course – 09.30am - 16.30pm
Individual price: £80.00

Next Course Dates

6th October 2016
1st February 2017
7th July 2017

Further Information and Booking

If you are interested in this course then please contact us:
Business Development Unit, York College, Sim Balk Lane, York, YO23 2BB
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Tel: 01904 770368

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