Sep07

Dealing with Difficult People & Business Situations

Hilton Garden Inn Gaborone,Botswana
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07-Sep-2019 at 09:30 UTC - 07-Sep-2019 at 13:30 UTC (17 day(s) left)
Hilton Garden Inn Gaborone
Hilton Garden Inn Gaborone,Gaborone, Botswana
15672691494
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Adjunct Prof. Eddie Phillips PhD On 15th August 2019 Under: Networking

Yes! It is possible to handle difficult behavior confidently and constructively. Learn to recognize and respond to the behaviors and psychological games ‘difficult people’ use.

Hear how to maintain your personal power when dealing with aggressive behaviors, such as shouting, talking over you or invading your personal space. Get tips for handling passive behaviors – including chronic complaining, emotional blackmail or playing ‘victim’. See how to handle passive-aggressive behaviors – such as sarcasm or pointed jokes without being roped into the passive-aggressive game.

Adjunct Prof (Dr.) Eddie Phillips is an expert in social and emotional intelligence and business communication skills. He has taught over 50,000 people to think and speak in ways which build success.He writes and teaches in the areas of applied psychology, communication and conflict resolution.

Aims

This course, in which you’ll cover basic skills for handling difficult situations and disagreements at work. Use the principles of collaborative conversation to deal with challenging behaviors. Handle tough conversations with colleagues, managers and customers productively and professionally.

Outcomes

By the end of this course, you should be able to:

stay calm when handling challenging people

speak up assertively instead of being baited into playing unhealthy ‘games’

respond to different behaviors people use to push your buttons

use five communication tools for responding assertively

maintain your boundaries when dealing with difficult behaviors

handle passive, aggressive and passive-aggressive behaviors assertively.

Content

What is a difficult person?

The first step in dealing with difficult behavior is working out exactly what you’re dealing with. Find out how to pinpoint three key communication styles – so you can work out what to do next. Use a handy tool to determine the style of difficult behaviour you’re facing.

Handling difficult behavior assertively

In difficult situations, it’s important to stay calm and respond assertively. In this session, you’ll learn how to calibrate what’s going on and regulate your own emotions using the ABC method from Rational Emotive Therapy. This will help you stay cool, calm and collected.

Communication success kit

Explore five key communication tools which can help you stay in control during conversations with tough-to-manage people. Learn to use active listening, diagnostic questions, accord statements, boundary statements and solution-focused questions.

Dealing with passive communicators

Get tips for dealing with problematic passive behaviours such as playing victim, failing to make decisions or take initiative, staying quiet in meetings and failing to problem-solve.

Handling passive-aggression

Passive-aggression is a way of communicating hostility covertly. See how to recognise passive-aggressive tactics. Learn a step-by-step process for handling them.

Dealing with aggressive behaviour

Learn how to stay calm when other people attack you verbally. Hear how to set and maintain your personal boundaries around people who behave aggressively. Use a four- step process for handling aggressive behaviour.

Who teaches this course?

Dr. Eddie Phillips has more than 20 years’ experience as a business negotiation advisor to corporate and organizational management groups. He specializes in strategic communication, intercultural business negotiations and pitch management and has worked with positioning, branding, corporate communication and Public Affairs. Edward has extensive experience in complex communication projects for a wide range of actors. He works in a variety of sectors – including government, real estate, mining, energy, the automotive industry, financial services, heavy industry and professional services – as well as for organisations and interest groups.

Dr. Phillips is the President of the Eddie Phillips & Co as well as the Founder of the AFCFTA Business Network for emerging and existing Trade Entrepreneurs and was awarded an honorary MDG Ambassadorship role by the United Nations in 2014. He also serves as the President of the Africa Americas SME Network and has successfully served as a consultant for over 8 African Presidents within the last decade.

Dr. Phillips has broad experience over the course of more than two decades as a strategic communications consultant, specializing in business negotiations, Corporate Communication, Crisis Management and Entrepreneurship development.

He holds a First Class degree in Law and Masters degree in business Management as well as a PhD in Intercultural Communications.

Intended audience

Suitable for all managers, team leaders, supervisors and individuals wishing to enhance their skills in dealing with difficult people or aggressive behavior in the workplace.

Delivery style

This is an interactive course which covers the why, what and how of dealing with difficult behavior. You’ll learn through a variety of methods including:

small group discussions

role plays or simulations

written exercises in which you will apply key concepts

Q&A sessions with the trainer.

You will get the most from this course if you are:

willing to contribute to group discussions

confident communicating verbally in English

comfortable participating in role-play style activities.

Participants will earn A Professional Certificate of Attendance in Business Management Program – Dealing with Difficult People and Business Situations.

Breakfast and Lunch will be available with materials

Cost – BWP 2000 (Two thousand Pula)

Account Details – Eddie Phillips & Co

FNB Gold Business Account No. 62818803050

Eddie Phiilips & Co

iTowers CBD Gaborone

www.dreddiephillips.com

Hotline – 77842705, 75339735

Yes! It is possible to handle difficult behavior confidently and constructively. Learn to recognize and respond to the behaviors and psychological games ‘difficult people’ use. Hear how to maintain your personal power when dealing with aggressive behaviors, such as shouting, talking over you or invading your personal space. Get tips for handling passive behaviors – […]


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