Conflict Resolution & Resilience (NW171011B)

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SubjectCustomer Service
DescriptionConflict resolution and resilience
Additional information

Registration from 9 am

Heather is a motivational and inspiring public speaker and personal coach in personal impact and career development. Her specialist areas are management skills, team working, personal impact, train the trainers, presentation skills, life balance and handling conflict. She is a qualified MBTI Practitioner, Belbin Team Roles Consultant, Strengths Deployment Inventory Consultant, NLP Master Practitioner, Emotions & Behaviours at Work Practitioner (EQ) and Integral Eye Movement Technique Practitioner.

VenueWhiston Education, Training & Conference Centre, Whiston - Merseyside  View details
Date & timeWednesday 11 October 2017, 13:00 to 16:30
LecturerHeather Dallas  View details
Target audience

Recommended to all

Development outcomeNo development outcome
Course styleWorkshop
Core topic Not a core topic
CateringRefreshments
CPD hours3:00
Cost£20.00
Aims

To give practical tips and techniques to analyse difficult patients and deal with them to maintain rapport

Objectives
  • Analyse what makes people difficult and their positive drivers
  • Recognise the games that people play and aim for adult to adult communication
  • Maintain rapport to defuse conflict
  • Keep yourself calm and calm the other person down
  • Ensure you maintain your emotional intelligence
Learning outcomes

Participants will be able to meet the objectives of the session.