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Service Tree

The Service Tree lists all services in "branched" groups, starting with the very general and moving to the very specific. Click on the name of any group name to see the sub-groups available within it. Click on a service code to see its details and the providers who offer that service.

Communicating With Difficult People Skills Development

Taxonomy Code: TP-6650.1450

Programs that offer workshops or other forms of training or support that help participants to develop strategies and techniques for recognizing and communicating with people who are chronic complainers, angry, hostile, aggressive, defensive, abusive, or manipulative; or have other unproductive behaviors. Participants learn to recognize personality types with whom they may clash; calm people who are angry, upset or unresponsive; pre-empt challenging situations and avoid escalating them further; handle aggressive behavior; set limits; deliver bad news in a supportive way; give positive feedback; and manage their own feelings and reactions when people "push their buttons". These specialized communication skills are particularly important for managers, supervisors, customer service staff, and front line and call center staff; but can be used by anyone who is confronted with a situation in which a person's behavior is problematic.

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