Emergency Services Courses

This in-house program is designed to assist participants to effectively deal with people facing difficult situations. Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self awareness, assertiveness and delighting in diversity. Participants will leave with a greater understanding of how their performance and behaviour can make a huge difference to people in tough situations.

‘Dealing with Emotional People’ Workshop Action Plan

1. Communicate with style.
2. Display empathy with the person.
3. Deflect and/or redirect anger and stay positive.
4. Practice transactional analysis techniques.
5. Keep the conversation focussed and reposition suggestions to hit the mark.
6. Use interruption techniques to reduce venting.
7. Practice active listening and questioning skills.
8. Practice voice control and tonality techniques.
9. Search for easy concessions that are of high value to other parties.
10. Set behavioural boundaries.
11. Understand the different roles the person is assuming.

‘Dealing with Emotional People’ In-House Program Details

• For maximum effectiveness, this program is best conducted as an in-house program.
• Ideal group size: 4–12 participants.
• Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
• Duration: This program can be adapted to meet your requirements.
• Cost: Price on request.
• Target Audience: Employees, Supervisors and Managers.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.