Handling Difficult Situations / People - CPD Certified (In-House)
Handling Difficult Situations / People (In-House)
participants will learn how to assert themselves with the most difficult situations and to act effectively even when they are unable to offer any significant help or compensation at the time. They will also learn to deal with conflict and resist manipulation.
Upcoming start dates
Suitability - Who should attend?
Participant who want to effectively deal with situations that arise when a person with sensitive or emotional issues, grievances or complaints have to be dealt with in a professional, polite and effective manner.
Outcome / Qualification etc.
CPD Points: 6
Learning Outcomes
- Define assertive versus aggressive behaviour
- Understand people behaviour and emotional drivers
- Prioritise and manage expectations
- Maintain personal control during difficult conversations
- Display clear & effective communication skills
Training Course Content
- Why are people difficult?
- What situations do you currently encounter?
- Understanding different personality types
- Different personality styles
- Adapting personal styles
- Dealing with conflict & difficult situations
- Active listening
- Assertiveness
- Saying ‘No’ politely & effectively
- Defining assertive V’s aggressive behaviour
- Resisting and counteracting manipulation
- Essential communication skills
- How you communicate, not what you communicate
- Difficult Situations Workshop
- Influencing skills to pacify angry or emotional people
- Gaining agreement and confirming understanding
Request information - obligation free
For over two decades, Maguire Training has been providing businesses and individuals all over the world with industry-leading leadership, management, sales and personal development training for real, tangible results. Maguire Training is an endorsed training provider of the Institute of...