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Courses & Certifications
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How to Handle Difficult People
| Course start date: | 21-Nov-2008 |
| Duration: | 1 Day |
| Price: | $495.00 Inc GST |
Overview
By the end of this program you should be able to:
- Defuse tense situations
- Resolve differences and find ways of working effectively with all types of people
- Focus on the issue, not the person
- Assert yourself and stand your ground
- Manage difficulties to achieve positive outcomes
Who Should Attend
This course is suitable for anyone who deals with people in their day-to-day work.
- Supervisors, Frontline managers, Training managers
- Help desk supervisors, Administration staff
Course Outline
Lesson 1: Managing Diversity
- Gather, convey and receive information and ideas How do values drive behaviours?
- Understand different behaviour types and patterns
Lesson 2: Dealing with Difficult Behaviour
- Handling difficult people
- Coping with difficult behaviour
- Identifying your personal responsibility
- To counsel, coach or discipline?
Lesson 3: Practical techniques for dealing with:
- Aggressive behaviour
- Blaming behaviour
- Defensive behaviour
- Passive behaviour
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Lesson 4: Effective Workplace Communication
- Learning how to be assertive and standing your ground
- Positive self talk Giving and receiving feedback
- Learning how to say 'no'
Lesson 5: Prevention is better than cure
- Disempowering to co-operation
- But vs. And
- Co-operation language
- Gathering Information
- Questioning techniques
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Forsythes IT & Training provides instructor led computer training on the Microsoft Office and Adobe range of applications.
We service Newcastle, the Hunter Valley, Lake Macquarie and the Central and Northern Coasts of New South Wales (NSW) Australia.
With our mobile training room we can provide a range of courses on-site at your premises.
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