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Course Overview Deal with difficult people situations. Understand how own behaviour and attitude can affect and influence the behaviour of others. Recognise tactics and strategies used by others. Ensure personal safety. Audience Those who deal with difficult people on a face-to-face basis or by telephone. Course Outline - Personal Awareness: identify a range of verbal and non-verbal factors which affect others
- examine current work situations and identify problem areas
- explore and satisfy individual needs
- personal barriers.
- Attitude: flexibility
- responsiveness to requests
- understanding the needs of the other person
- empathy.
Interpersonal Techniques: delegates select appropriate techniques to modify the behaviour of individuals at work. - Assertiveness: developing a positive and straightforward style
- conversation skills
- stating your case
- making and refusing requests
- avoidance
- aggression.
- Reason And Logic: making requests specifically and directly
- refusing requests
- practise saying no clearly and directly
- building trusting relationships.
- Influencing Styles: understanding the influence process
- assessing personal strengths and weaknesses.!
- Body Language: the first impression
- appearance
- aggressive and submissive body language.
- Voice And Manner: using jargon
- voice and personality projection
- adapting your manner to suit the situation.
- Violent Confrontation: when negotiation breaks down
- evasive tactics
- safety advice
- controlling revenge
- keeping a controlled appearance
- not letting your emotions show.
Action Plan: participants plan and discuss what they will actually do upon their return to work.
How to make a booking for the CM22952 course
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