Rationale:
It is true to say that over the last decade, the world has been forced to evolve and grow
more rapidly than ever before.
New technological advancements designed for better communication, faster more effective
processes and productivity, the list goes on. However these new advancements have created
a whole new breed of annoyances for us to contend with. Mobile phone usage, email spammers,
internet hackers, web misuse and abuse all creating even more difficult people.
A new breed of difficult people all with varying demands, wants and needs making your
life more stressful and unpleasant.
We must always remember that there is no reason for difficult unpleasant people to get in
the way of our personal and workplace performance.
Techniques and skills learnt in this course will assist you in understanding and preventing
disruptive and annoying behaviour, you will be able to overcome the obstacles that difficult
people present in your life.
What is the Duration?
In-house: One or Two Day
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Module One:
Understanding and Dealing with Conflict:
_Understanding & Dealing with Conflict
_Myths about Conflict
_Four Basic Types of Conflict
_Resolving Conflict in 4 Easy Steps
_Dealing With Hurt and Anger
Module Two:
Dealing with Difficult Customers
_Being Assertive when Dealing With Difficult Customers
_Dealing with Difficult and Frustrated Customers
_Six Steps to Negotiating Positive Outcomes
Module Three:
Behavioural Styles
_Understanding Behaviour and Its Effects
_Customer Behaviour Styles
_Consequences of Behavioural Styles
_Three Basic Behavioural Styles
Module Four:
Behavioural Response
_Is Stress Always Negative
_Fight and Flight Principals
_Choosing our Responses
_Basic Rights & Principals of Survival
_Affirmations (Controlled Self Talk) |
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