Our aim is that each learner will have the techniques to deal with difficult behaviour, manage their stress levels,maintain a safe environment and remain professional during conflict situations.
- Understanding different personality types
- Use effective interpersonal skills to improve negotiating outcomes
- Building rapport, communication & trust with clients
- The importance of delivering on promises
- Handling Difficult People
- Managing the conversation using a Master Strategy: T.A.L.K.
- Defusing - proven methods to control the situation
- Hot phrases to avoid
- Proposing a solution that you can deliver on
- How to recognise aggressive/unreasonable behaviour
- Verbal & Non-verbal behaviour to help defuse aggression
- What not to do
- Motivating others towards a win/win outcome
- Follow up procedure
- Coping with aggression after the event
Please Note: Each delegate will leave the course with an action plan for the workplace