Personal Development
Course Listings

For further information, or to make a telephone booking, or to receive a competitive quotation for an in-house course, you can call Pentland Training now on 0800 328 2766.

All of our training courses can be delivered on your own site, at Pentland Training facilities, or at an off-site venue.

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3-day ITIL Foundation

5-day PRINCE2™ Practitioner

4-day Business Analysis

3-day Project Management Fundamentals

Course Title:
Handling Difficult Situations

Duration: 1 day

Course Overview
At the end of the training participants will have analysed the situations they personally find challenging and their responses to these situations.
- Considered the causes of aggressive behaviour in others
- Be more aware of the signs of aggression
- Have learnt and practiced skills to manage aggressive and potentially aggressive situations
- Have examined other types of challenging situations and developed strategies for dealing with them

Course Objectives


To provide participants with a greater understanding of what causes 'difficult' behaviour, especially aggression, and to learn new skills to deal effectively with it. This course will be highly participative with work taking place individually, in pairs and in small groups.

Course Content


Introductions

- What difficult situations do you deal with at work?
- Importance of handling these situations with skill?
- Implications for customer interface

Handling aggression

- What is aggression?
- The Cycle and the Continuum of Aggression
- What makes you angry?
- Dealing with your own feelings
- What are the signs of aggression?

What skills do you use now?

- Techniques for managing aggression
- Non-verbal communication
- Creating rapport face-to-face/telephone
- Recognising the Moment of Choice
- Practice of techniques

Handling other emotionally charged situations

- Techniques and strategies
- Internal support mechanisms
- What you have and what could be improved

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