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  • 28
    October 28, 2021

    Succeeding with Difficult People

    13:00 -16:30
    28/10/2021
    Agenda

     

    Succeeding with Difficult People

     

    A Half Day Workshop

     

     

    Course Objectives:The aim of this workshop is provide delegates with the skills to deal with difficult people in the workplace. These may be patients, colleagues or other people they meet in work situations.

    By the end of the workshop delegates will be more confident in their ability to deal with these tricky situations.

    Arrival
     Welcome, Introductions and Objectives

    Defining Difficult Behaviour

    Is it Me?

    The Importance of Assertiveness

    Ten Types of Difficult Behaviour

    The Importance of Listening Skills

    Interpreting Body Language

    Break
     Types of Aggressive Behaviour

    Dealing with Non Violent Aggressive Behaviour

    Some Basic Steps

    ·         Assertive language and techniques

    Personal action planning

    Questions and Close
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