Handling Difficult People/Situations 1.00 Credit

Aim: The delegate will learn the value of applying different strategies to different situations to bring about a satisfactory resolution. 

By the end of this module the delegate can: 
  • Explain the relevance of Ego States in difficult situations 
  • Clearly describe the difference between passive, assertive and aggressive 
  • Demonstrate what words, voice tone and body language are appropriate 
  • Show how to build rapport with empathy
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