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Training Course Summary:

This programme gives greater insight into human behaviour, identifying why some people are difficult and how to deal with different types of people problems.

Who Should Attend:

Anyone who needs to understand, manage and prevent the development of situations involving aggression and conflict.

Training Course Overview/Content:

Introduction & Objectives

Types of behaviour
• Identifying “difficult” people
• Why are people “difficult”?
• Fundamentals of conflict

Identifying aggressive types
• Levels of aggression
• Main causes of aggression
• Personality types

Communicating
• Confidently
• Calmly
• Control under pressure
• Professionally

Essential skills for coping with conflict
• Listening and questioning techniques
• Giving and receiving feedback
• Developing assertiveness techniques
• Negotiating a realistic outcome
• Verbal and non-verbal communication

A step by step approach
• Step by step techniques for changing behaviour
• Staying calm
• Challenging without damaging
• Motivating staff

Taking responsibility for difficult people
• Pre-empting difficult situations
• Positive resolution of problems
• Create a checklist for solving people problems

Review of Programme