How will participants benefit from attending this course?

This course is of value to administrators, managers, supervisors, customer service staff, front line and call centre staff and those who handle the following:

• Aggressive and angry 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

Participants will learn how to:

• Develop specific strategies for conflict resolution

• Recognize 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

• Recognize 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