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Dealing with Emotional People Course

Having conversations with people in difficult situations is sometimes rewarding and sometimes not. These people can get confused and frustrated. They can vent their anger at an authority whom they perceive as a barrier. This course helps participants deflect anger and set boundaries to reach outcomes.

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    Dealing with Emotional People Course
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    Key learning outcomes

    Your ‘Dealing with very emotional people facing difficult situations’ program will give you the skills to:

    • Identify root cause of the challenging situation.
    • Use reflective listening techniques.
    • Widen the perspective to capture any underlying concerns.
    • View people as well intentioned.
    • Blueprint the customer’s experience.
    • Rework your communication style – introduction to NLP techniques.
    • Tailor messages instead of a one size fits all approach.
    • Remain positive even when the going gets tough.
    • Conduct a connection audit.
    • Be more intuitive.
    • Embed a service recovery plan when the service delivery is failing.
    • Communicate more effectively with different cultures, generations and personalities.
    • Substitute vocabulary that can add fuel to the fire.
    • Understand that people have different values and therefore different behaviours.
    • Manage your reactions and learn to relax.
    • Set boundaries clearly and effectively.

    Course Description

    This program is designed to assist participants to effectively deal with people facing difficult situations. Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self awareness, assertiveness and delighting in diversity. Participants will leave with a greater understanding of how their performance and behaviour can make a huge difference to people in tough situations.

    Action Plan

    1. Communicate with style.
    2. Display empathy with the person.
    3. Deflect and/or redirect anger and stay positive.
    4. Practice transactional analysis techniques.
    5. Keep the conversation focussed and reposition suggestions to hit the mark.
    6. Use interruption techniques to reduce venting.
    7. Practice active listening and questioning skills.
    8. Practice voice control and tonality techniques.
    9. Search for easy concessions that are of high value to other parties.
    10. Set behavioural boundaries.
    11. Understand the different roles the person is assuming.

    Would you like to attend this program?

    • For maximum effectiveness, this program is best conducted as an in-house program.
    • Ideal group size: 4 – 12 participants.
    • Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
    • Duration: This program can be adapted to meet your requirements.
    • Cost: Price on request.
    • Target Audience: Employees, Supervisors and Managers.

    If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: ddear@preftrain.com or contact us online today.

    Dealing with Emotional People Course 4.4 out of 5 based on 43 user ratings.

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    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Dealing with Emotional People Course is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Dealing with Emotional People Course and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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