Handling Difficult Conversations

COURSE OBJECTIVES

Upon completing this course, participants will be able to:

• Identify and understand the characteristics of challenging individuals.
• Evaluate and enhance their own interpersonal skills.
• Acquire techniques for recognizing and influencing behavior, both in themselves and others.
• Develop the ability to maintain composure in challenging situations.
• Recognise how personal matters can impact job performance.
• Learn effective strategies for reducing conflicts.

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COURSE CONTENT

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1. Introduction and Course Objectives

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2. Understanding Challenging Behaviour

• Recognising and Dealing with "Difficult" Individuals
• Exploring the Factors Behind Challenging Behaviour
• Fundamentals of Handling Conflict

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3. Identifying Aggressive Behavioral Patterns

• Differentiating Levels of Aggression
• Investigating Primary Causes of Aggression
• Exploring Various Personality Types

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4. Effective Communication Techniques

• Building Confidence in Communication
• Maintaining Composure in Stressful Situations
• Demonstrating Professionalism in Conversations

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5. Essential Skills for Managing Conflict

• Enhancing Listening and Questioning Skills
• Giving and Receiving Constructive Feedback
• Developing Assertiveness Strategies
• Negotiating Realistic Solutions
• Understanding Verbal and Non-Verbal Communication

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6. A Systematic Approach to Behavior Change

• Step-by-Step Techniques for Behaviour Modification
• Strategies for Remaining Calm in Challenging Situations
• Constructive Confrontation Techniques
• Motivating Team Members

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7. Taking Responsibility for Handling Difficult Situations

• Anticipating and Preventing Challenging Scenarios
• Achieving Positive Conflict Resolution
• Creating a Problem-Solving Checklist

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8. Action Planning

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9. Course Review and Conclusion

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