Dealing With Challenging Situations

Dealing with Challenging Situations

 Dealing with Challenging Situations – Course Outline (PDF Printable version)

Duration: 1 day
Cost: $445 GST‐Exempt Includes training reference manual

Who should attend ?
Professionals and managers who want to enhance their ability to deal with conflict situations effectively and efficiently.

Section 1: What happens in the workplace?

  • Explore behaviours of “difficult people” and their need
  • Learn to minimise risk through your own actions
  • Learn to stay calm

Section 2: Techniques to deal with the challenges

  • Learn effective verbal techniques
  • Cope more effectively with difficult Customers
  • Manage your emotions and reactions in the workplace
  • Explore the impact of stress in challenging situations

Section 3: Listening techniques

  • Explore what makes listening crucial to good communication
  • Improve listening effectiveness
  • Take in account the need to consider diversity when communicating with people from other social/cultural backgrounds
  • Minimise misunderstandings and reduce potential barriers in the communication process

Section 4: Preparing to negotiate

  • Identifying the issue/ problem at hand
  • Determining the goal or outcome of the negotiation
  • Conducting the negotiation
  • Evaluating and Reviewing the negotiation process

Section 5: Positive lifestyle habits

  • Increasing your emotional Intelligence
  • Recognising and dealing with stress

Contact training@dhrca.com or 8941 2344 for dates and further information.