Managing Difficult People and Situations

Every day people encounter difficult and challenging situations that happen time and time again, but people do not plan and prepare for them. This Focus On session will provide delegates with the skills to recognise the early signs and pre‐empt the situation developing and escalating into anger and aggression.

Learning Outcomes:

• Diagnose difficult situations early

• Diffuse and handle difficult situations

• Develop an awareness of verbal and non‐verbal indicators of aggression

• Have an assertive approach to deal with people and situations

• Plan and practice defusion skills and techniques to build confidence

• Be confident in their abilities to challenge all future situations

Presented by Michael Astrop, Principal, Coach the Mind

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