Workshop title:

Strategies for dealing with difficult people

Aims and objectives:

• To foster a sense of team spirit.

• To understand why we all (both workers and customers) sometimes react irrationally.

• To learn how to recognise stress and use practical techniques for dealing with it.

• To understand the importance of developing rapport and to practice techniques for using this skill with customers.

• To learn practical techniques for dealing with potentially traumatic experiences.

Contents:

• An introduction to Human Givens

• The role and importance of rapport in personal communication

• Practical exercises in observing and controlling rapport

• How humans respond to stimuli - Pattern matching

• The APET stimulus response model explained

• Emotional arousal and black and white thinking

• Recognising the symptoms of stress

• Practical work

• Relaxation techniques including guided imagery

• Anger and how to handle it

• Dealing with conflict

• The use of movement in language and body position

• The Control Trilogy

• Different personality types and strategies for interaction

• The essence of communication

• The difference between "I" and "You"

• Practical steps for ensuring safety, warning and danger signs

• How to find out more about Human Givens

Workshop title:

Dealing with stress - a manager's toolkit

Aims and objectives:

• To foster a sense of team spirit.

• To understand why we all (both management and field workers) sometimes react irrationally.

• To learn how to recognise stress and use practical techniques for dealing with it.

• To understand the importance of developing rapport and to practice techniques for using this skill with team members.

• How to motivate and support your team members.

Contents:

This course explains how people react to situations in the way that they do. It covers similar ground to the "Strategies for dealing with difficult people" workshop but with a shift of emphasis from dealing with customers to interacting with and motivating other team workers. Key elements include:

• Pattern Matching and the APET model

• An explanation of how emotional arousal can hijack our thinking process

• Recognising the symptoms of stress

• Techniques for minimising and dealing with stress

• The essential difference between being stretched and being stressed

• Practical techniques for relaxation

• The power of words - open and closed questions, reflective listening, reframing, the difference between "You" and "I"

• Different personality types

• The essential differences between men and women

• The essence of good communication