Description
Learn in a classroom environment with your peers, virtually, with an instructor online.
Course Length: 2 Days
Target Audience: General
Learning Objectives:
Unpleasant and stressful it may be, dealing with difficult situations is a challenge every service provider and employee will encounter. It is possible to respond effectively, proactively and a supportive manner when engaged in a difficult conversation or faced with a difficult situation. Learn how to respond in a manner that can shift an unpleasant situation into one of mutual learning and future opportunities.
Participants will be able to:
- Acquire and practice skills, techniques and methods of dealing with situations and people with greater confidence
- Develop abilities to listen actively and empathise
- Learn self-regulation strategies to reduce stress when encountering difficult situations
- Develop and enhance their self mastery to respond more effectively in difficult situations
- Acquire and enhance their capacity to invite the other to communicate more effectively their concern or dissatisfaction.
- Develop strategies to adapt to challenging circumstances
Supplement Material
A student manual is available for the learner to follow during the instructor’s presentation.
Benefits to the participants
Throughout the activities, the learners will look at various ways to deal with difficult situations and challenging people.
Course Evaluation
A course evaluation will be completed by the learners once the course is finished.
Note: The course outline may be subject to change.
