Dealing with Challenging People using Emotional Intelligence

When people are dissatisfied, whether they are colleagues or customers, situations which arise can be difficult to handle. This course looks at identifying with our communication styles and how these and utilising the skills of Emotional Intelligence can assist us with challenging situations.

One Day Course

Course Outline (PDF)

Course Objectives:

Identified with verbal and non-verbal communication styles
Identified the skills of Emotional Intelligence
Identified how these skills can be utilised to diffuse situations
Used difficulties as a source of continuous improvement
Practised handling difficult situations without being defensive
Practised diffusing difficult situations and ensuring the customer appreciates the best possible service
Reviewed how to use social competencies to handle relationships to achieve positive results
Developed an individual development plan for implementation in the workplace