Managing Difficult People هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

• Understanding difference in People
• Understanding human behavioral patterns and persona
• Understanding why people become difficult to deal with
• Avoiding Manipulations of difficult people
• Developing confidence in dealing with a number of different types of people
• Applying conflict resolution techniques
• Using words that de-escalate and give criticism effectively
• Applying assertive behavior and see instant results

• Human behavior and comprehension
• Communication challenges with different people
• Establish clear understanding
• Who can be labeled as difficult people
• Cultural diversities affecting comprehension and reaction
• The Perception Divide - why it makes positive outcomes difficult for you
• The Communication Process
• Barriers to communication
• Choice and Control
• Emotional Intelligence
• What are the causes of difficult behavior?
• Developing Trust
• Gaining Rapport
• What is challenging behavior.
• Outcome Thinking
• Listening for understanding
• Questioning for Specifics
• Influencing Framework
• Strategies for responding to different behavior styles.
• Appreciating the impact of the different styles of behavior on each other