Gain the skills and confidence to deal with challenging personality types. Learn how to keep your composure and avoid escalating the problems when interacting with unreasonable people.
Gain the skills and confidence to deal with challenging personality types. Learn how to keep your composure and avoid escalating the problems when interacting with unreasonable people.
Through practical exercises and drawing on our facilitator’s vast experience and psychology background, you will be empowered to pick your battles, turn around negative behaviours and attitudes, communicate effectively, and set clear boundaries for what you will and will not tolerate.
Key Learning Outcomes
Explore the psychology behind different personality types – what makes a "difficult" person?
Learn how the conscious and subconscious mind shape behaviour
Learn your triggers – which people will you perceive as more difficult than others?
Manage the emotions in the workplace
Avoid unintentionally escalating the problem
Tips to remain calm and stress-free in tense situations
Understand the praise and punishment trap
Keys to communicate effectively to handle difficult people
Match your communication style to different personalities
Explore how you can be soft on the person and firm on the issue
Using assertiveness to address difficult behaviours
Constructively manage complaints and aggression
Create permanent behaviour change without having to confront
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This course is designed to prepare staff to manage conflict situations in a safe and professional manner. Conflict situations can easily arise with unhappy customers, clients, or patrons. Providing your staff with an awareness of what the triggers and signs are, de-escalation techniques.
Learn strategies to manage conflict, increase organisational performance and enhance group outcomes.
Managing and Resolving Conflict course is offered by Christine Walter Coach. Whether you are wanting your own personal development or training within the workplace there will be something here for you.
Learn ways to resolve conflict with customers and co-workers, influence successful outcomes and develop a peaceful workplace.
While it can look like such people are just born with natural gifts, that’s not really true. With the right training, anyone can become skilled at resolving conflict, even under the toughest circumstances.
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