BUSINESS SKILLS COURSES:
Handling Difficult People and Situations

Intended audience:
Business services team 

Duration:
3 hours

Format:
Small group workshop, including case study exercises

Objective:
The objective of this course is to build the participants’ people handling skills, including persuasion and influencing skills. 

Topics:

  • Introduction
    • How I perceive myself versus how I am perceived by others
  • Persuasion and influencing
    • The process
    • Your ability to influence and persuade
    • Persuasion skills – credibility
  • Conflict resolution
    • Effective techniques for handling difficult people
  • Listening skills 

Case study exercises:
Participants work on practical case studies designed to simulate typical situations that they might encounter in their day-to-day work and will need to handle effectively.

Outcomes:
The success measures for the course are that participants:

  • Recognise the relevant factors when dealing with difficult people and situations
  • Are able to apply the skills learnt effectively in their day-to-day work

For further information or to make a booking please contact fresh: telephone 01444 240 124 or email: Rachel Berry: rachelberry@freshpd.com

Training Team

Elspeth Mills Rendall

Module Leader
Elspeth Mills Rendall

Trainer
Rachael Davis-Stollar

Trainer
Judith Raphaely

Trainer
Shalini Sequeira

Trainer
Mark Sinclair

Trainer
Portia Thornhill

Fresh Professional Development  Ltd, The Forum, 277 London Road, Burgess Hill, West Sussex, RH15 9QU
t. 01454 550066, e. info@fdg.uk.com, w. www.freshpd.com © Fresh Professional Development Ltd. 2017

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