Yourself in Challenging Situations: Dealing With Difficult People
With all the real stresses and strains produced in the modern workplace,
there is perhaps no more critical source of conflict in how customers/workers
communicate with one another on a daily basis. Their interpersonal skills
that are the tools of daily communication include the abilities to listen,
provide feedback, give instructions or convey information. Learn how to:
- Keep your
cool and establish rapport in challenging situations.
- Use positive
techniques for delivering constructive feedback.
- Keep communication
open and create a more positive and cooperative climate.
the connection between how you think and how you feel.
the self-defeating activities that contribute to negativity.
Self Discovery Model
Tool: Choice Management.
Attitudes Communicate Too!
Tool: Fact vs Opinion.
Information: Overcoming the Culture of Exclusion.
Exercise Party Pooper.
Information: Receiving & Processing Information Preferences.
(auditory, visual, kinesthetic)
Exercise Cycle of Self Talk.
Poem "If Only You Would Listen".
Exercise Fish Bowl
Observing Fish Bowl Exercise
Tool: Choosing Communications.
Exercise Giving and Receiving Feedback.
Tool: Engagement Principles.
Information: Telephone Is Most Used Tool.
Handling the Frustrated Person.
Exercise Reflecting Voice Quality.
Information: Release Valves for Frustration.
Exercise Free Form Writing.
For a more
extensive training see 100% SOLUTIONS.