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Course Details Course Id: 348322

Delivery Method: Classroom Course
Dates:	Times: 9:00 AM - 5:00 PM

Duration:	2 days
Location:	New Horizons, Level 2, 31 Queen Street, Melbourne, VIC 3000 View map
Places:	0
RRP:	$ 1160
Price:	$ 1102 (Price includes GST)
Deposit:	$ 151.53 (Price includes GST)
Discount:	5%

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About This Training Course

"By the end of this program participants should be able to:

* Defuse tense situations
* Resolve differences and find ways of working effectively with all types of people
* Focus on the issue, not the person
* Assert yourself and stand your ground
* Manage difficulties to achieve positive outcomes"

Subjects Covered

"Lesson 1: Managing Diversity
- Gather, convey and receive information and ideas
- How do values drive behaviours?
- Understand different behaviour types and patterns

Lesson 2: Dealing with Difficult Behaviour
- Handling difficult people
- Coping with difficult behaviour
- Identifying your personal responsibility
- To counsel, coach or discipline?

Lesson 3: Practical techniques for dealing with:
- Aggressive behaviour
- Blaming behaviour
- Defensive behaviour
- Passive behaviour

Lesson 4: Effective Workplace Communication
- Learning how to be assertive and standing your ground
- Positive self talk Giving and receiving feedback
- Learning how to say 'no'

Lesson 5: Prevention is better than cure
- Disempowering to co-operation
- But vs. And
- Co-operation language
- Gathering Information
- Questioning techniques "