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