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Course Overview:
When we encounter people they often interfere with our enjoyment and effectiveness at work. It is often difficult to know how to confront and deal with the situation and if unsuccessful attempts to do so are made, the conflict leaves us feeling stressed and ineffective. This highly practical course will give you the confidence and skills to deal effectively with the difficult person, thus improving the quality of your working life.
This course is aimed at those having problems in dealing with sub-ordinates, customers, suppliers, managers or co-workers.
Course Objectives:
• Build their confidence in handling difficult situations
• Learn the skills and techniques to turn difficult situations into position experiences
• Understand behaviour and its effects
• Examine different and difficult behaviour patterns and identify coping strategies
• Practice communication skills in dealing with conflict
• Recognise the causes of conflict
• Develop a personal action plan
Course Content:
• Diagnosis of the problem
• Customer expectations
• The impact factor
• The psychology of behaviour
• Techniques to succeed
Duration: One Day