One of the most frustrating and potentially costly workplace challenges has to be dealing with difficult situations and behaviours demonstrated by co-workers and clients during the course of the workday. This workshop will teach participants how to be clear, calm, and constructive in completing required projects while preserving, and even improving, their relationships with others.
At the end of this workshop, participants will be able to do the following:
- Understand what constitutes a difficult, aggressive, or hostile behaviour in the workplace.
- Apply techniques to handle a difficult, aggressive, or hostile situation.
- Practice effective listening skills as well as calming, validating, and defusing strategies.