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icebreaker / warm up for sessions on handling difficult people


I am currently putting together a workshop on how to deal with difficult people. This is for witness care staff who could come into contact with difficult people over the phone (people refusing to appear as witnesses etc) I am looking for an icebreaker / warm up which would introduce some of the basic principles of how to deal with difficult people / callers / customers. Any help gratefully recieved
Craig Mitchell

2 Responses

  1. Warm ups
    Hi Craig

    I replied to your earlier request for ideas on handling difficult people and have seen your above request. One of the things I’ve noticed is that you say these people are going to be “difficult” is this true. If not you may be creating a negative aura for you and your team about these potential witnesses. I would imagine people who are concerned about being a witness may be apprehensive, scared, unsure or even frightened but not difficult.

    Would suggestions on warm ups/icebreakers for pursuading these people to take part be more appropriate.

    Damian Burcher
    Vision Sales Services

  2. It pays to listen
    Hi Craig,
    As one of the key skills is listening it may be worthwhile using an icebreaker around that topic. One option is to read a boring article from a newspaper/book (do not prior warn delegates). Then give a ten question sheet based on what you read. Anybody who gets 10 out of 10 gets a tenner. Chances of having to cough up are low and you can start to point out how valuable a skill listening can be.
    Pete McOnie
    Freelance Trainer


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