DWDP Program Overview

Do you have to deal with irate, rude, impatient, emotional,

persistent, sarcastic or aggressive people?

How about difficult customers or clients?

Have a demanding manager?

Work with irritable, uncooperative colleagues?

This is inevitable, but it is often the case that people at work would like to be better equipped to deal with people issues, to work through conflict situations and know how to challenge disruptive relationships that affect individual and organisational performance

Based entirely on an international best-selling book “Dealing With Difficult People “by Roberta Cava and printed in 22 editions and in sixteen languages around the world.

For 1 Day Only in Singapore, experience this comprehensive and highly effective training program, which has over the last 20 years, been presented to over 52,000 participants the world over, from Europe, North America, Asia to the Middle East

Through proven, hands-on accelerated learning techniques, you will learn how to "Keep Your Cool" when dealing with irate, rude, impatient, or persistent people, both on the telephone and in person. An ideal course for everyone from sales, call centres to managers, secretaries and even bosses.

Participants learn the importance to their company of fast, friendly and efficient handling of customers and clients, both on the telephone and in person. They’ll learn how to deal with irate, rude, impatient, emotional, persistent, and aggressive people without losing their “cool.”

At the end of the seminar, by examining presented information, through discussions, group activities and role plays, participants should be able to:

Define 3 ways you can control your own moods

Explain the best technique to use to “Keep Your Cool” when a customer blames you for something you didn’t do

State the main cause of customer frustration and anger and how this may be alleviated

List 5 major steps to take when dealing with the feelings of angry or upset people

Relate the 6 major steps to take when dealing with angry clients

Define the difference between constructive and destructive criticism

Give 6 steps on how to handle criticism

Relate 7 steps to take when dealing with whiners, complainers bellyachers and negative thinkers

Define how you would deal with persistent sales types

Explain how you would deal with unfair, unwarranted or manipulative criticism

List 10 Telephone problems identified by the group.

Name 10 face-to-face problems identified by the group.

Tell how you would deal with someone using foul language in the workplace or on the phone

Define the meaning of the words Paraphrasing and Feedback and give 2 examples of each

State normal speaking and thinking speeds

Identify the kind of behaviour sarcastic people portray

Explain how you would deal with people giving you the silent treatment”

List the 3 basic sensory communication styles

Identify the 4 different basic kinds of people, and how you could work more harmoniously with them

Explain the differences between passive, passive resistance, assertive, indirect aggressive, aggressive and passive/aggressive behaviour and the effects these behaviours have on others

List the 3 steps you would take to reduce your own frustration and anger levels

Explain the importance of non-verbal communication or Body Language

Define the word “Territory” as it relates to body language

Roberta Cava is an international bestselling author who has published twenty books. Her book Dealing with Difficult People has been an international best-seller since 1990. She wrote it because she saw so many people struggling when they tried to deal with difficult bosses, clients and co-workers.

Dealing with Difficult People has been so popular internationally (with 22 publishers, in 16 languages) that she has been asked to present seminars to over 51,000 participants in Canada, USA, Great Britain, Australia, New Zealand, Germany, South Africa, United Arab emirates, Singapore, Malaysia, Indonesia, Thailand and the Philippines on the subject

Roberta has many international tributes including being chosen twice as a Canadian Achiever; was nominated for the 1999 and 2001 Telstra Australian Business Woman of the Year Awards, Alberta Human Rights Award, the Canada Awards for Business Excellence, the YWCA Tribute to Women Award, three years running for the Edmonton Chamber of Commerce Small Business Owner of the Year Award; and regional finalist for the 1993 Canadian Woman Entrepreneur of the Year Award.

Roberta is listed in Who’s Who in North America.

I was skeptical that I’d learn much from someone, but I’m very glad I attended your training. You’ve given me a completely new attitude towards dealing with difficult people and situations.

Edmonton Police Service

I enjoyed the seminar so much I want to offer it to all my staff.

Manager, Holiday Inn, Kuala Lumpur

I enjoyed the training greatly. Roberta uses everyday situations to illustrate her topic. Well done! I can’t wait to read her book.

Manager, The Insurance Institute of Ontario

According to the evaluation forms for our conference, the delegates’ opinion of the conference was that it was one of the best training events their organisation to date.

Rebecca Tierney, Dubai

Roberta has a wonderful skill to convey thoughts and ideas so people really listen & learn.

Brenda Klein, Avis, Europe

Roberta’s workshop provided critical solutions when dealing with difficult people. There were many practical demonstrations which are suitable for implementation at the workplace.

Doris Tan, Goldheart Jewellery

DWDP Program Overview