No More Boxing

Understanding Why Difficult People Difficult And How to Handle

Issues to Address:
  • Do face-to-face customer services
  • Manage customer services hotline
  • Need to handle complaints
  • Require to manage clients
  • Handle inter-departmental projects
Program Focus:
  • “Waiving Penalty” case study to understand the born of difficult people
  • What’s in the mind of difficult people?
  • 5-wheel model to recognize the reaction of difficult people
  • 2 main psychological elements to manage in difficult conversation
  • 4E model to learn how to say “No”
  • CLAP model to manage complaint cases