Recognising and handling different behaviours
Because people are complicated
This is a very beneficial training course for anyone needing support with handling situations with other people they perceive as difficult. The emphasis is on dealing with external customers, but the approaches also work well within the organisation.
Our recognising and handlings different behaviours course outline includes:
- Understanding different behaviours – recognising words, body language, tone and feelings
- Appreciating root causes – stimulus and response and reasons why we behave as we do
- Trigger, Interpretation, Arousal, Behaviour
- How angry situations develop
- Key diffusion techniques, face to face and over the telephone
- Introducing Assertion and key techniques to:
- communicate in an open and honest way
- gain commitment and ‘buy-in’, respect and confidence
- Group work – to practice techniques to delegates’ scenarios
- Dealing with covert aggression and manipulation
- Open Forum
- Action Planning
- Review
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