- Introductory *5 hours CPD
This course is designed for all individuals within a firm who have to deal with difficult situations both in person and on the telephone. It aims to help participants take control and direct difficult situations, rather than feel that they are unable to cope under pressure. The course covers:
- What is "difficult" and "aggressive" behaviour?
- Why do people behave in this way
- Understanding our reactions
- Complaints - positive and negative emotions
- Strategies for controlling and directing conversation
- Handling different styles of behaviour
- Understanding assertiveness
- Putting assertiveness into action
- Case studies and practical exercises
The Solicitors’ Code of Conduct Rule 5 makes the effective running of the firm a matter of professional conduct, requiring partners ‘to be able to produce evidence of a systematic and effective approach to management’. It requires effective systems for supervision, risk management and delegation, and expects training to ensure the competence of all personnel in performing their duties. This course will help you meet this requirement.