PSC ELECTIVE
Handling Difficult People And Situations

Intended audience:
Trainees

Duration:
3 or 6 hours

Format:
Small group workshop and practical  case study exercises

Objective:
The objective of this course is to build the influencing and persuasion skills of trainees.

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 and situations
  • Listening skills

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

Outcomes:
The success measures for this course are:

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

Training Team

Elspeth Mills Rendall

Module Leader
Elspeth Mills Rendall

Trainer
Rachael Davis-Stollar

Trainer
Judith Raphaely

Trainer
Emma Tegerdine

Trainer
Portia Thornhill

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Fresh Development Group Ltd, Aztec Centre, Aztec West, Almondsbury, Bristol, BS32 4TD
t. 01454 550066, e. info@fdg.uk.com, w. www.freshpd.com © Fresh Professional Development Ltd. 2017

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