Handling Difficult Conversations
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Course Schedule
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.
COURSE CONTENT
1. Introduction and Course Objectives
2. Understanding Challenging Behaviour
- Recognising and Dealing with "Difficult" Individuals
- Exploring the Factors Behind Challenging Behaviour
- Fundamentals of Handling Conflict
3. Identifying Aggressive Behavioral Patterns
- Differentiating Levels of Aggression
- Investigating Primary Causes of Aggression
- Exploring Various Personality Types
4. Effective Communication Techniques
- Building Confidence in Communication
- Maintaining Composure in Stressful Situations
- Demonstrating Professionalism in Conversations
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
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
7. Taking Responsibility for Handling Difficult Situations
- Anticipating and Preventing Challenging Scenarios
- Achieving Positive Conflict Resolution
- Creating a Problem-Solving Checklist
8. Action Planning
9. Course Review and Conclusion
Public Schedule
Virtual Private Training
Contact us for pricing
Onsite Training
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Note
All prices exclude VAT at 20%.
VAT registration number: 450 4347 14
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