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Dealing with Difficult People At the end of this training programme, participants will be able to: Understand where anger and aggression come from, how they escalate and how they can diffuse angry or aggressive situations Enhance their personal power when dealing with angry people Take control of difficult situations to achieve 'win-win' solutions with others Develop rapport quickly with others to reflect a caring, personal and professional image Identify and practise a range of positive interpersonal skills to deal with stressful, work-based situations and communicate with greater impact Handle situations successfully by dealing with and giving feedback in a constructive, motivational way Improve their own confidence and self-esteem using positive thinking techniques. Content : The nature of anger and aggression and violence, and how they escalate Diffusing anger and aggression constructively Differences between assertive communication and other, less constructive behaviours Key communication skills for taking control of difficult situations and people: dealing with and giving constructive criticism; demonstrating assertive body language, voice tone and words Practising the skills

Dealing with Difficult People At the end of this training programme, participants will be able to: Understand where anger and aggression come from, how they escalate and how they can diffuse angry or aggressive situations Enhance their personal power when dealing with angry people Take control of difficult situations to achieve 'win-win' solutions with others Develop rapport quickly with others...

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