If you have ever felt anxious, lost patience, or avoided
conversations with certain people or personality types,
then this program is for you.
You will be provided with the skills, techniques and strategies to deal with
difficult people and situations; whether they are an aggressive client or
customer, or an abrupt or discourteous employer or employee.
Duration
Two consecutive days
Designed for
Anyone who works in a situation where they communicate with people.
Content
• Identifying personality types versus individual ‘frame of reference’
• Diagnosing underlying factors that cause barriers or breakdown of
communication
• Skills to diffuse anger and conflict – manage strong emotions
• Strategies to remain neutral with people you don’t like
• Analysing and preparing for a difficult conversation
• Avoiding common mistakes
• Promoting joint problem solving
Learning outcomes
• Identify ways people create and use conflict
• Clarify your own personality style and understand how you react when faced
with a hostile environment
• Develop tactics to help manage difficult behaviour
• Develop the ability to respond to difficult situations with professionalism and
confidence
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