How will delegates benefit from attending this course?
This course is of value to managers, supervisors, customer service staff, front line and call centre staff and those who handle the following:
- Aggressive and angry and customers
- Hostile negotiators
- Conflict with colleagues and other departments
- Aggressive and hostile behaviour from senior colleagues and management
- Defensive and angry reactions from team members when reviewing performance
- Continual negativity from colleagues and project team
Delegates will learn how to:
- Develop specific strategies for conflict resolution
- Recognise classic profiles of difficult people and strategies for handling them
- Pre-empt challenging situations and avoid escalating them further
- Develop communication skills designed to improve your delivery of bad or unpleasant news
- Recognise personality types with which you may clash
- Develop assertive skills and behaviours
- Handle aggressive behaviour
- Deliver negative feedback to a colleague or subordinate
- Give positive feedback
- Calm angry, upset and unresponsive individuals
Typical One-day course agenda:
Morning - 9.30-1.00
- Introduction/course aims and objectives
- The essentials of good communication
- Analysing your conflict resolution profile
- Recognising classic profiles of difficult people
Afternoon - 2.00-5.30
- Recognising the personality types with which you may clash unconsciously
- Handling bullies and aggressive personalities
- Communicating with unresponsive individuals
- Using behavioural modification
- Role-play and critique
- Action plans
- Course paperwork
- Questions and answers
Our training is carried out in a risk free environment which encourages delegates to practice the skills needed for successful appraisals. We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.
In-company courses
SPS have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Please call us to discuss your specific requirements
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