Aim

To analyse why difficult situations arise and how they should be handled for the best possible results.

Outcomes

• Understand why people are difficult;
• Learn the 4 options for solving people problems;
• Use effective communication to resolve potential conflict;
• Give and receive feedback in a positive way;
• Understand the importance of being a good listener;
• Learn successful methods for dealing with difficult people; and
• Gain familiarity with the skills required through role-plays scenarios.

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