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Dealing with Difficult People£ 2491 dayManchester21st  15th  

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  • Course ID: 668
  • Trainer ID: 909

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Please See Below For Course Information On 'Dealing with Difficult People'




Overview

This workshop is designed to enable participants to understand the nature of anger and aggression, and how to deal with it in a constructive & professional way using a range of constructive communication skills and anger diffusion techniques; it will increase participants' ability to develop rapport quickly with people and improve their self-confidence & personal awareness; it will increase their awareness of the importance of projecting their organisation in a professional, caring, & customer-focused light.

Who is it for?

For those who come into contact “difficult”, angry or aggressive people in the course of their work, and would like to gain an insight into where these behaviours come from and how to deal more confidently and positively with such situations.

What will i learn?

- Understand where anger & aggression come from, how they escalate, & how situiations can be diffused
- Enhance personal power when dealing with angry people
- Take control of difficult situations to achieve ‘win-win’ solutions
- Develop rapport quickly with others
- Identify & practise a range of positive interpersonal skills to deal with stressful situations & communicate with greater impact
- Improve confidence & self-esteem
- Handle situations successfully using constructive feedback

How will i be assessed?

A certificate of attendance will be issued at the end of the day.

Address

MANCHESTER - Regus Centre, 82 King Street, Manchester, M2 4WQ;
BLACKBURN - Clarion Hotel, Whalley, Blackburn, Lancs, BB7 9HY;
LONDON - Regus Centre, Gainsborough House, 81 Oxford Street, London, W1D 2EU

Travel Information

Pleae contact us for details of venues/directions/maps.

Additional Notes

Course Content:

· The nature of anger and aggression and violence, and how they escalate
· Diffusing anger and aggression constructively
· Differences between assertive communication and other, less constructive behaviours
· Key communication skills for taking control of difficult situations and people: dealing with and giving constructive criticism; demonstrating assertive body language, voice tone and words
· Practising the skills

To view the course testimonial(s): Please Click Here




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