Overview:

When difficult situations arise, it’s all too easy to act too quickly. We all know how hard it is to deal with a problem without people misunderstanding each other or taking things personally. Your ability to manage difficult situations effectively might be pivotal in helping achieve an effective and satisfying outcome for all concerned.

This workshop is about equipping you with the skills and tools needed to effectively deal with negative and unproductive behaviour in the workplace.

Who should attend?

Anyone who manages others or is customer facing. This is an intermediate level course.

Learning Outcomes:

• Dealing with poor individual or team performance
• Using authority appropriately
• Avoiding pre-judgement
• Managing and resolving conflict
• Overcoming obstacles to communication
• Questioning and listening skills
• Building rapport
• Aiming for a win-win
• Don’t take it personally
• The customer is always right, or not
• Address the problem not the person
• Direct communication
• Body language and tone of voice
• Development of individual action plans
• No blame culture
• Emotional Intelligence

Course Director: Mark MacKenzie Smith

Train your team:

This course can be delivered on site for corporate teams and tailored to your specific requirements. For details contact training@edinburghchamber.co.uk

The ECC training experience:

• Expert trainers - Passionate specialists who keep up to date with the latest trends in their field
• Quality delivery - Trainers are assessed annually on the quality of their delivery and delegate engagement
• Practical training methods - Theory and practical based training to take back to the office
• Small class sizes - No more than 15 people to ensure you get the most from our trainers
• Wide breadth of topics - ECC offer over 40 different essential business training courses covering everything from Leadership and Management through to Digital and International Trade
• 3 learning levels – Beginner /Introductory, Intermediate and Advanced

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