Learn the strategies and proven techniques to effectively navigate difficult situations with people. Identify and understand behaviors that you find difficult, apply a 7-Step Process for handling these situations, and use proven tactics to manage aggression and emotions.
Learning Objectives:
- Identify what behaviors you personally find difficult and why, so that you can understand and manage these situations more effectively
- Implement a 7-Step Process for handling any situation you perceive as difficult in a calm and respectful way
- Use proven tactics to manage aggressive situations so that they don’t escalate and you reach a resolution with the other person
- Apply proven tactics to deal with an emotional person so that they’re calm enough to interact with you as you seek a solution to their problem
Skills: Self-awareness, Negotiation, Conflict Resolution, Conflict Management, Critical Thinking Skills, Decision-making
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