Book this Course Booking Information Terms and Conditions of Booking
Email a colleagueMost of our courses can be delivered at your premises.
Cost: |
£185 + VAT |
| Dates: | 12 January 2009 |
| Duration: | 1 day |
Introduction:
“People are not difficult, however, their behaviour can be.”
This workshop is designed to help you successfully negotiate those difficult interactions and seemingly impossible situations which, if not handled effectively, can cause misery, frustration and ultimately affect performance. The day will give you practical guidance, skills, and confidence to deal effectively with those difficult behaviours.
Course objectives/key benefits:
On completion, participants will have a greater understanding of why people act and react as they do, develop a broader repertoire of skills and increased confidence when dealing with difficult behaviours of others.
Who the course is aimed at:
Employers, employees and private individuals who wants to improve their communication skills and handle the difficult behaviours exhibited by people they encounter in their daily life.
Course content:
- Why difficulties arise and why people act and react as they do
- Separating impact from intent
- Different types and patterns of behaviour
- Positive language and non-verbal behaviour
- Tactics for diffusing difficult situations
- Choosing your response for different types of different behaviours
- Staying calm and dealing with negative emotions e.g. anxiety, apprehension
- The assertive option
- Building rapport, the key to influencing
- Action planning
Course tutor:
Veronica Wilson
Training method:
Workshop – questionnaires, partner and group exercise, demonstrations and practice, discussion and evaluation.
Recommended follow-up course:
Managing Stress in the Workplace.
Course outcome/qualification:
PTC Certificate of Attendance.
Pre-requisite knowledge/qualification:
None.
Recommended follow-up course:
Managing stress in the workpleace - available on an in-company basis only.
PLEASE CALL 01206 712727 FOR FURTHER INFORMATION
