Professional development training for real people in the real world
Dealing with Difficult Situations
Courses suitable for either morning or afternoon delivery
Course fee: £350 - for up to 20 delegates
(Only £17.50 per person)
Half-day course profile
9:30 Introduction to the 6 steps for handling difficult situations:
9:45 Interpersonal communication skills:
Developing empathy and building rapport. Active listening - studies show doctor interruption of patient averages 18 seconds! Primary communication channels and how to identify and use them – Visual, auditory and Kinaesthetic.
10:30 Non-verbal communication:
How to interpret body language when handling difficult situations. How to recognise signs of rising conflict: Kinesics, Proxemics, Paralanguage and Autonomics.
10:45 Tea and coffee break
11:00 Assertiveness techniques types:
Clarification, Basic, Empathetic, Discrepancy, Negative feeling, and Consequence assertion strategies and when to apply them.
11:30 Assertiveness role-play exercise
11:45 Dealing with Anger:
The 3 step approach to defusing difficult situations: Acknowledge the anger, try to understand what’s behind it, express a desire to help. Avoiding the 3 key pitfalls.
12:15 Anger role-play exercise
12:30 Question & answer session, Summary and close
Click here to contact us and and request further details about this course.
Or you can telephone us on 01524 793936
You can book this course online here
|
