Dealing with Emotional People workshops help communicate empathy when someone is in an emotional state. This course was designed by an organisational psychologist specifically for Australian workplaces.
When people are accessing the emotional part of their brain, they may not be able to process information rationally, So you’ll need a different approach. Emotional people might also see an authority figure as part of the problem which intensifies the emotions.
Having conversations with emotional people in difficult situations is sometimes rewarding and sometimes not. These people can get confused and frustrated. They can vent their anger at an authority whom they perceive as a barrier. This course helps participants deflect anger and set boundaries to reach outcomes.
What Our Previous Participants Think About The Dealing with Emotional People Training Course
Key Learning Outcomes
Your ‘Dealing with very emotional people facing difficult situations’ program will give you the skills to:
Identify the root cause of the challenging situation.
Use reflective listening techniques.
Widen the perspective to capture any underlying concerns.
View people as well-intentioned.
Blueprint the customer’s experience.
Rework your communication style – introduction to NLP techniques.
Tailor messages instead of a one size fits all approach.
Remain positive even when the going gets tough.
Conduct a connection audit.
Be more intuitive.
Embed a service recovery plan when the service delivery is failing.
Communicate more effectively with different cultures, generations and personalities.
Substitute vocabulary that can add fuel to the fire.
Understand that people have different values and therefore different behaviours.
Manage your reactions and learn to relax.
Set boundaries clearly and effectively.
Course Description
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
Communicate with style.
Display empathy with the person.
Deflect and/or redirect anger and stay positive.
Practice transactional analysis techniques.
Keep the conversation focussed and reposition suggestions to hit the mark.
Use interruption techniques to reduce venting.
Practice active listening and questioning skills.
Practice voice control and tonality techniques.
Search for easy concessions that are of high value to other parties.
Set behavioural boundaries.
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.
Dealing with Emotional People Course 4.4 out of 5 based on 43 user ratings.
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The course was very informative and it presented exceptionally well!
Kelvin Muchiri
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Really found inspiration and hope in what Michelle provided
Rhonda Rees
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Amazing course! Engaging, fun and learnt so much. Thank you always.
Kate Bartlett
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Tom was a fabulous trainer very knowledgeable and able to provide practical real life examples and tools that will prove extremely useful.
Vicki Hutchinson
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Best every course
Yonas Masrsha Tesfaye
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Dr Marny Lishman crated an amazing space that not only was open, safe and caring, but gave insight into many different aspects of resilience. She apprieciated different perspectives and opened discussions that were supported and wise.
The presentation was targeted and had the perfect balance of knowledge and reflection.
I would encourage this workshop for any team, especially those preparing of have gone through organisational change!
Ethan Calleja
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Did this course in a session at Professional Services Review Training .Very helpful especially in my work in Public Health .Lots of useful ‘tips and tricks ‘
