Dealing with Challenging People via Zoom
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9:30 am - 4:30 pm
Wednesday 13th January 2021
The aim of this workshop is provide delegates with the skills to deal with difficult people in the workplace. These may be patients, colleagues or other people they meet in work situations.
By the end of the workshop delegates will be more confident in their ability to deal with these tricky situations.
The topics that will be covered include;
Welcome, Introductions and Objectives
Defining Difficult Behaviour
Is it Me?
The Importance of Assertiveness
Ten Types of Difficult Behaviour
The Importance of Listening Skills
How to Become a Better Listener
Reflective Listening Practices
Interpreting Body Language
Conflict in the Workplace
Approaches to Conflict Resolution
Conflict Resolution Planner
Types of Aggressive Behaviour
Dealing with Non Threatening Aggressive Behaviour
NHS Zero Tolerance Campaign
Some Basic Steps
Assessing Further Training Requirements
Max Participants: 0
Registration is currently closed.
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