Expressing 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.
• Understand the connection between how you think and how you feel.
• Recognize the self-defeating activities that contribute to negativity.

Agenda
OPENING: Greeting to Participants
Self Discovery Model
Ground Rules

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)
Information: Communicating.
Exercise Cycle of Self Talk.
Poem "If Only You Would Listen".

Exercise Fish Bowl
Observing Fish Bowl Exercise
Group Evaluation
Self Evaluation

Tool: Choosing Communications.
Tool: Feedback.
Exercise Giving and Receiving Feedback.
Tool: Engagement Principles.
Information: Telephone Is Most Used Tool.

Receiving Calls.
Handling the Frustrated Person.
• Exercise Reflecting Voice Quality.
• Information: Release Valves for Frustration.
Marbles Theory.
Exercise Free Form Writing.

For a more extensive training see 100% SOLUTIONS.

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Austin, Texas 78746

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