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EI: Courses - A duck's back: How to keep your cool even with difficult people

A duck's back: How to keep your cool even with difficult people

Overview

Do your staff face other people's negativity, put-downs or snide remarks? Do people upset or frustrate them or go out of their way to offend or insult them?

Would you like them to keep their cool, avoid getting upset and stay clear-headed despite difficult, irritating or angry people?

Would you like them to let go of people's negativity so they leave work less stressed and don't ruminate on what happened?

Maybe you'd like your staff to be able to sooth difficult people and turn them around?

Yes! Then this workshop will give them the skills they need.

They'll learn how to shrug off other people's negativity and bad behaviour, and stay calm, cool and collected, so that difficult people wash over them like water off a duck's back.

This is one of our most popular presentations and a must for anyone dealing with complaints or customers.

Make sure your staff don't get upset and that they leave a brilliant impression of your organisation. Happier customers, fewer complaints and less stressed staff - think how good that would be. It could save you a lot of money and time. Run this seminar now and see the immediate changes.

This seminar covers key aspects of EI dimension five: "Emotional self-management" on the Genos emotional intelligence model.

This topic is also available as a keynote conference speech.

Key content

How to keep your cool so you think clearly and stay level-headed.
Eight key reasons for not getting angry, irritated or upset.
How not to get irritated, angry or upset when people are negative, upset or complaining.
Why keeping your cool reduces customer/patient/staff complaints.
The quick practical ways to cope with put-downs easily.
How not to let people push your buttons.
How not to take things personally so you stay calm.
A quick way to avoid stewing on snide comments or put-downs.
How to charm cranky customers/colleagues/patients and turn them around.
How to keep your cool when people are trying to manipulate or undermine you.
The best way to react to upsetting customers/colleagues/patients so you win them over.
How to be able to listen to criticism which is constructive and then ditch the rest.
How to be caring and compassionate with troubled people without becoming upset yourself.
How to keep your cool even with angry people so you don't take work stress home with you.

Ideal for anyone who:

Handles complaints or conflicts.
Wants to turn upset customers around.
Manages staff, leads people or works in a team.
Wants to stay calm instead of getting angry, irritated or defensive.
Wishes to advance their emotional intelligence.
Deals with angry outbursts, aggression, put-downs, manipulations, unreasonableness or negativity.
Deals with people who are depressed, sick, suicidal or in crisis.
Wants to keep their own power and not be at the mercy of negative people.

Your individual needs:
Before the course we will contact you to find out about your particular work situation so that we can customise the materials and examples to make them relevant to you or your staff.

What others have said:
"Loved watching you present at the LGMAWA gig some weeks ago. Great topic, (how to keep your cool with difficult people) excellent content and your rapport with the audience should be bottled!"
Gerry Gannon, Broadcaster, Master of ceremonies and panel facilitator. Gannon Media.

"I really enjoyed your 'Water off a duck's back: how to keep your cool' keynote presentation at the 'Working in the West' conference. It was very, very helpful and I am already utilising some of the techniques and they are actually working! I am finding myself far more relaxed & it is helping me build a better relationship with clients. Thanks!"
Judy Vincent, Employment Coordinator, Soundworks for Employment, Armadale.

"Thank you so much for speaking at our Christmas breakfast event on 'Water off a duck’s back'. The feedback we have been getting from both clients and registrants has been nothing short of fantastic."
Lorraine Bradshaw, Marketing Coordinator & Projects Officer, Information Enterprises Australia Pty Ltd.

"Rachel's ability to impart knowledge in an interactive and fun way ensured the entire audience left the session feeling empowered and far better equipped to deal with difficult clients."
Angus Kukura, Regional Chairman, Retirement Villages Association WA, Director and Board member National RVA.

Rachel really knows her stuff and struts it out with style and humour, I thought of her as most professional and inspiring.
I thoroughly recommend this emotional intelligence course to anyone working in Customer Service. There is always room for improvement and I have learnt so many new strategies that I can apply in my workplace resulting in better customer service. Rachel Green is a fantastic presenter who made the day fun and enjoyable.
Rachel Green is a wonderful person. I really enjoyed her emotional intelligence workshop, she was fun and bubbly and the content of the course was spot on to our needs. Not one minute of the course was boring; I think that all staff should attend this workshop.

Just some of the many positive comments made by staff and collected by Louise Delport, Customer Service Co-ordinator, City of Bunbury.
"Brilliant talk. Thank you." (How to keep your cool.)
Rod Stumbles, Lewis Holdway Lawyers, Melbourne.

Meet your presenter:
Rachel Green, is an award-winning communication specialist and emotional intelligence coach, with qualifications in psychology, speech pathology, adult education and the Feldenkrais Method.
She has been personally trained by Ben Palmer, the researcher behind the Australian Genos emotional intelligence model, and is the author of two CD sets in the Emotional Intelligence CD series, including "How to deal with difficult people without getting upset".
She's had plenty of practice at keeping her cool - she's been a voluntary counsellor on a crisis line, managed her own staff and business, chaired and served on committees, dealt with difficult clients, run a large community organisation, been married for over 30 years to her opposite personality type, and more.
She is determined not to give her power away to other people's put-downs. Let her give you the practical tips to keep your cool.

How will you learn?
This is an interactive, practical and skills-based seminar presented in a relaxed, easy-to-follow and enjoyable format. You'll be given the opportunity to try out several "Cool" strategies for yourself. It will not be boring!

Also available for your staff

The 2 CD set in the Emotionally Intelligent CD series: How to deal with difficult people without getting upset.

The 2 CD set in the Emotionally Intelligent CD series: Happy not hassled: Using meditation to manage your emotions and find contentment.

Your one year, risk-free guarantee

If, after regularly using all the top tips for keeping your cool in negative situations, you find that your staff are still as upset and angry as ever, then you're entitled to ask for and receive your money back any time within the next 12 months.
Rachel Green.

Learn how to keep your cool with difficult, negative and angry people.

Let Rachel show you how. Just pick up the phone and give us a call right now on:

08 9390 1188

Or if you would rather, please email us and we will respond quickly:

E-mail:

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PO Box 344, Kelmscott, WA 6991 Australia
Phone: +61 8 9390 1188 Fax: +61 8 9390 1199

Updated 15-Jul-2011