This course aims to
provide the delegates with the skills required to manage
difficult interactions with clients, service users and
colleagues they may have contact with in their job role.
Course Overview
Identify which difficult people you may meet in your
working life.
Define difficult and aggressive behaviour
Look at your own strengths and areas which you may wish
to improve
Describe patterns of behaviour you may encounter
Warning and danger signs
Methods for dealing with possible conflict situations
Common causes of conflict
Forms of communication
Examples of how communication can break down
Communication models that can help in conflict
resolution
Cost
per delegate: £85.00 +VAT course
cost includes lunch & refreshments
Cost
per in house course for up to 10 delegates: £450.00 +
VAT + expenses
