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William L Shirer: Most true happiness comes from one's inner life, from the disposition of the mind and soul. Admittedly, a good inner life is difficult to achieve, especially in these trying times. It takes reflection and contemplation and self-discipline.

Dealing with Difficult People and Conflict Situations

Dealing with difficult people & conflict situations is a 1-2day session designed to help people understand how to navigate their way in difficult situations, assess their conflict resolution styles and realise that different doesn't always mean difficult.

Mind Your emotions Training Module 1

Timing: 1-2 days
Attendees: All
Follow up sessions, ongoing support and resources are available.

Key topics include:

  • Recognising and respecting Different Communication Styles
  • Working effectively with Different Communications Styles
  • Recognising the differences between Passive, Aggressive and Assertive Behaviours
  • The part Fear plays in miscommunication and conflict
  • Recognising Difficult Situations and Causes of Conflict
  • Assessing the Levels of Conflict
  • Assessing conflict resolution styles
  • Strategies for Dealing with Difficult Situations
  • Learn to Argue Fairly
  • Enhancing Listening Abilities to Really Hear What is Being Said
  • My Personal Action Plan
  • The Practice Of Doing It Now

Participants will have the opportunity to assess theirs and others communication and conflict resolution styles and learn strategies to address difficult situations to apply in their daily life via role plays, cases studies and other group work.

 

Modules Listing

 
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Emotional intelligence involves a set of skills that defines how effectively you perceive, understand, reason with and manage your own and others' feelings. At work, Emotional Intelligence underpins how well employees get along as emotions are an inherent part of workplace activities at all levels.

Emotions matter at work as Emotions affect the way people think and make decisions. For example they are not hiring a candidate because "Something just didn't feel right", or trying a different approach when dealing with a disgruntled customer or planning how to help an under-performing team member succeed.

Emotions also influence how people behave and interact at work, contributing to the tone of voice, body language, facial expressions.

So you can benefit from developing workplace Emotional Intelligence as Emotional Intelligence makes a difference in the workplace. For example, more effective leaders communicate how they feel to inspire amd generate confidence from others, high performing sales professionals think more about how their customers feel to strengthen their selling relationships, cohesive teams are more aware of how emotions help and hinder the team's performance.