Handling Difficult Situations / People

Description

Delegates will learn how to assert themselves with the most difficult situations and to act effectively even when they are unable to offer any significant help or compensation at the time. They will also learn to deal with conflict and resist manipulation.

What you will learn

Learning Outcomes:

• Define assertive versus aggressive behaviour
• Understand people behaviour and emotional drivers
• Prioritise and manage expectations
• Maintain personal control during difficult conversations
• Display clear & effective communication skills