Course Overview
Learn how to handle people who are challenging and difficult through an interactive and practical workshop. Ideal for employees who come into contact with external and internal individuals.
Explore topics and techniques and use these to apply to your own situation. Recognise and understand behaviours, learn what to say and how to say it, find out strategies on how to reach an agreement, and learn how to find better alternatives to handle negative behaviour.
The tutor will use case studies, a questionnaire, personal and participant examples, group discussions/individual exercises to assist you in how to become more confident, less stressed and more capable in dealing with difficult clients.
Macquarie Community College operates from a range of venues across northern and western Sydney. We have campuses in Blacktown, Carlingford, Chatswood, Epping, Mt Druitt, and Ryde. Enrol now!
What you will learn
Course outline
In this course you will:
- Learn the levels of conflict tool
- Learn the ability to recognise flight, fight and flow behaviours
- Learn what to say and do when engaging in a difficult conversation
- Understand different behavioural styles
- Know when to escalate a difficult conversation to management
- Learn assertiveness exercises and case studies
- Learn strategies on how to reach an agreement
- Find better alternatives to handle negative behaviour
- Learn how to debrief after a difficult incident
- Have a personal learning contract – how you can learn from having a difficult conversation
Course outcome
You will be able to be confident in handling difficult conversations, be less stressed and more capable in dealing with difficult clients.
What you need to know
Entry requirements
This course assumes no prior knowledge.
What you need to provide
- A notepad and pen
- No textbook required
- Comprehensive course notes provided