Handling Difficult People/Situations

Course Overview

Aim: The delegate will learn the value of applying different strategies to different situations to bring about a satisfactory resolution. 

Learning Outcomes

By the end of this module the delegate can: 

  • Explain the relevance of Ego States in difficult situations 
  • Clearly describe the difference between passive, assertive and aggressive 
  • Demonstrate what words, voice tone and body language are appropriate 
  • Show how to build rapport with empathy