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Includes: Digital Course Material, 4 hours of One-on-One Live Zoom Training with a Programme Facilitator (can be split into 2 x 2 hour sessions)

Target Audience: All personnel

Learning Outcomes:

  • Recognize how one’s our own attitudes and actions impact on others
  • Recognize your own stereotypes and prejudices and the impact of these on your managing diversity in the workplace
  • Find new and effective techniques for managing negative emotions in others and self
  • Develop coping strategies for dealing with difficult clients and difficult situations
  • Practise effective influencing and persuading skills
  • Apply Conflict handling strategies to effectively manage difficult client relationships – through various role-play activities.

Learning and Assessment Methodology:

  • Pre-reading material
  • Self Assessments
  • Group discussions
  • Case Studies
  • Simulations
  • Roleplays
  • Action planning sheet
  • Learning Diary

Additional information

Number of Attendees

Individual, Group of 15, Group of 30