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HANDLING DIFFICULT PEOPLE & SITUATIONS Duration: 1 Day

Course Overview

Many of us face difficult encounters with employees or colleagues which, if not handled properly, can have serious repercussions for the whole staff team. In this course we will look at techniques for giving you the confidence and understanding you need for effective management of difficult situations. You will learn how to effectively listen, communicate and respond to difficult team members and situations to ensure a positive outcome.

 

 

 

Introduction – Handling Difficult People and Situations

  • What are the issues faced by participants?

Recognise how effective communication builds better relationships

  • Why do people become difficult/demanding?
  • Understanding the other person’s point of view

How to understand your own and other people’s emotions

  • The 5 factors of Emotional Intelligence
  • Developing self-awareness
  • EI Self-Assessment

Improve your ability to influence others through understanding and communication

  • Understanding different communication styles
  • Motivation filters (Meta programs)

Understanding the power of active listening and responding skills

  • Active listening
  • Assertiveness skills
  • Co-creative dialogue
  • Effective questioning techniques
  • Building Rapport

Improve the way we manage difficult situations

  • Transactional Analysis
  • Skills practice

This training can be tailored