At the end of the programme learners will be more confident and more successful in dealing with difficult situations or conversations.
- Know how to deal with all types of issues: behaviour, attitude, manner, manipulation.
- Pinpoint the most appropriate conversation: style: tone: ego state: language.
- Systematic approaches and models to lower emotional temperature.
- Managing the conversation using a Master Strategy: T.A.L.K
- Defusing - proven methods to control the situation
- Hot phrases and words to avoid
- Responding and resolving complaints
- Opening lines
- Questioning tips.
- Interaction strategies and de-escalation techniques.
- Communication and response skills.
Please Note: Each delegate will leave the course with an action plan for the workplace