Dealing with difficult situations with the client

Objectives and outcomes of the training:

• Classification of difficult clients developed by the participants.
• Identifying convictions about difficult clients.
• Learning and practising techniques for handling clients’ objections.
• Developing communication skills, focusing on respect for yourself and for the client (elements of assertiveness).
• Gaining knowledge about those communication styles which generate difficult situations with clients.
• Learning the “Non-Violent Communication” techniques.
• Learning strategies leading to satisfying cooperation, based on the Drama Triangle Theory.
• Ability to recognise a client based on his/her communication style.