Effective team working and harmonious relationships are essential to the productivity of any organisation. Internal and external pressure – work – or home related – can result in people being rude, impatient, aggressive or uncooperative.

This one-day course provides practical techniques to help you handle difficult and potentially confrontational situations confidently and effectively.

Once the course is completed the participants will be able to:

• use increased understanding of human behavior and its effect on others;
• use specific communication skills that help control difficult situations;
• identify passive, aggressive, assertive behavior;
• assess the effect of each behavior when handling difficult situations.