Workshop Outline
The aim of this highly engaging and interactive workshop is to equip the participant with the knowledge and skills to effectively manage difficult behaviours confidently and professionally. Participants will be given the knowledge and skills required to ensure positive communication with difficult individuals and understand the importance of early intervention in preventing escalation. They will learn techniques that will assist in diffusing potentially challenging situations. The workshop is designed to advise and assist participants in dealing with difficult and challenging behaviours through effective efficient interactions. Our trainer will equip participants with the skills to effectively deal with these types of situations while identifying easily transferable skills to the workplace.
Who Should Attend?
This workshop will be very beneficial to anyone who deals with the general public either in a face to face capacity or over the phone as part of their daily role.
It will also appeal to anyone who manages a team where difficult and challenging behaviours may become an obstacle to effectively managing the team.
Discussion Topics
- Effective Communication / Listening Skills
- Identify the different behaviour types
- Developing assertiveness skills
- Techniques for managing frontline customers
- Language for communicating effectively
- Emotional behaviour
- Techniques for handling difficult Conversations- Internally
Multiple Delegate Discount
Limited Places Available – book early to avoid disappointment.
- 3+ Delegates – 5% Discount
- 5+ Delegates – 10% Discount
- 10+ Delegates – 15% Discount
To avail of our multiple delegate discount for 3 or more delegates, you must email registrations@pai.ie with the name and details of all those you wish to book. All those you wish to book on must be booked at the same time.
For 1 or 2 attendees, manually enter in the number of tickets you wish to purchase below.