DEALING WITH DIFFICULT SITUATIONS

An essential workshop for front line staff, who have to  deal with difficult clients, in person or over the telephone. Also for individuals who face difficult situations within the workplace

WORKSHOP STYLE  

The workshop is delivered in a relaxed and friendly

Usually one day from 10:00-16:00

DELIVERY PACKAGE

One-to-One

WORKSHOP OBJECTIVES

By the end of the workshop participants will be able to;

• Explain what the causes of conflict are, and the appropriate responses to it

• Demonstrate effective communication skills, using words, listening skills and questioning skills in difficult situations

• Understand body language and its importance in managing difficult situations effectively

• Demonstrate techniques and tactics to respond effectively to criticism

• Explain the legal definition of 'violence in the workplace' and its implications

• Manage their emotions and those of others after a difficult situation has occurred

• Understand how some people express anger indirectly

• Demonstrate confidence when faced with a difficult situation