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Course Aim To provide the opportunity to identify the causes of conflict, and to examine the best approaches to reducing any such conflict. Topics covered The impact of attitude on the communication process Listening skills The different states of mind and their impact on communication (transactional analysis) Questioning skills Planning for a difficult situation A model or process to assist with handling difficult situations Diffusing difficult situations Evaluation of an incident Specific learning outcomes will be written to suit the customer's needs

Course Aim To provide the opportunity to identify the causes of conflict, and to examine the best approaches to reducing any such conflict. Topics covered The impact of attitude on the communication process Listening skills The different states of mind and their impact on communication (transactional analysis) Questioning skills Planning for a difficult situation A model or process to assist with...

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