Counselling Courses

 

How To Contact The Trainer About This Public / Open Course


Thank you for using our site to search for training courses. We list courses for over 1200 different training organisations and we hope that you will find a course that matches your individual training needs. Please get in contact with us if there is anything else that we can do for you. Also, where possible please mention us at Underoak when speaking to any of the trainers listed on our site. It really helps us.

To send an email enquiry: Click Here To Request Information For Free

You will be sent an email with the full contact details for the trainer.

To ring us please call: +44 (0)20 7371 7103 - (Mon - Fri : 9am - 5pm)

When calling us please quote the 'Course ID' for this course:

Course ID: 37747
 Trainer ID: 1134

We will then ask the trainer to send you course information.


Please do mention us at Underoak Training Index when speaking to the trainer.

We are a small business and are keen to support the MacMillan Cancer Charity. We will donate 25 pence to them each time you submit an email enquiry through us (max £1.00 donated per person per day - excl Medical courses which we list for free). Your use of our site helps us to do this. Thank you for your help.

Please See Below For Course Information On 'Dealing with Complaints and Aggression'



Overview

Course content
Personal Awareness: identifying a range of verbal and nonverbal factors which affect others; examining current work situations and identifying problem areas; exploring and satisfying individual needs; personal barriers
Attitude: flexibility; responsiveness to requests; understanding the needs of the other person; empathy; using an effective complaint handling method
Interpersonal Techniques: delegates select appropriate techniques to modify the behaviour of individuals at work
Assertiveness: developing a positive and straightforward style; conversation skills; stating your case; making and refusing requests; avoidance; aggression
Reason and Logic: making requests specifically and directly; refusing requests; practising saying ‘no’ clearly and directly; building trusting relationships
Influencing Styles: understanding the influence process; assessing personal strengths and weaknesses
Body Language: the first impression; appearance; aggressive and submissive body language
Voice and Manner: using jargon; voice and personality projection; adapting your manner to suit the situation
Violent Confrontation: when negotiation breaks down; evasive tactics; safety advice; controlling revenge; keeping a controlled appearance; not letting your emotions show
Action Plan: participants plan and discuss what they will do on return to work

Who is it for?

Those who deal with ‘difficult’ people on a ‘face-to-face’ basis or by telephone.

What will I learn?

By the end of this course you will be able to:
• demonstrate ways of deal with difficult people situations
• understand how their own behaviour and attitudes can affect and influence the behaviour of others
• recognise tactics and strategies used by others
• be aware of techniques to ensure personal safety