Conflict Resolution & Resilience (NW180904C)

AvailabilityCourse has taken place
SubjectCustomer Service
DescriptionThis half day session will give staff the right tools and techniques to deal with conflict in the workplace, both with patients and other employees. Ensuring a professional working environment for all.
Additional information

Registration from 12.30 pm

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.

 

Heather will also be presenting a morning session on reception and telephone skills, giving all staff the opportunity to improve communication skills, both face to face and on the telephone.

VenueMANDEC, Manchester - Greater Manchester  View details
Date & timeTuesday 4 September 2018, 13:00 to 16:00
LecturerHeather Dallas  View details
Target audience

Recommended to all

Development outcomeA, B, D
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.