Description
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