OVERVIEW
This highly regarded emotional
intelligence training uncovers the often hidden motivations of why we act the
way we do, and provides practical, easy to implement, strategies to turn
negatives into positives and strengthen interpersonal relationships. We’ll
explore the typical difficult interactions of your workplace and discuss the
importance of emotional intelligence, how to deal with difficult people at
work, and approaches that lead to improved outcomes.
Our responses to difficult colleagues
and clients must be based on professional integrity and assertive communication
while still maintaining a supportive communication climate. We need to explore
the underpinnings of unreasonable requests and behaviors in order to understand
them and move ahead with supportive professionalism.
Client (internal and external)
negotiations can sometimes leave us feeling frustrated when we feel the client
is being unreasonable. Our responses in these situations will have an impact on
the present negotiations, engagement with the file, future business, and so on.
Recognize that conflicts will happen
in the workplace, our goal therefore is to be at our best when it’s most
required of us.
This virtual presentation borrows
from the time-tested principles of a simple message:
‘Grant me the serenity to accept the
things I cannot change; courage to change the things I can; and wisdom to know
the difference.’ Reinhold
Niebuhr
WHY SHOULD YOU
ATTEND
The topic is applicable to all. It’s
particularly important for those working in teams or with customers.
This emotional intelligence training
will help anyone coping with the difficulties of the present pandemic.
AREAS COVERED
Intrapersonal (control our emotions to be in
control of our interactions)
• Uncover the underpinning of
confidence: realistic self-regard, positive perceptions
• Appreciate the think, feel, behave dynamic and how reality testing improves
our attitude and actions
• Embrace “change” as the only constant in life
• Program yourself for success through accurate thinking
• Learn to tolerate the stresses of that upset our balance and affect our
performance
• How to improve emotional intelligence in the workplace
Interpersonal (strategies to deal with
difficult people)
• Understand why people are difficult
and how to deal with difficult people at work
• Practice the best approach when dealing with a myriad of difficult client
types
• Prevent communication breakdowns using emotional intelligence skills
• Assertively handle conflict and create psychological comfort and inclusion
• Maintain control in difficult to control situations
• Create and maintain a communication climate of support rather than
defensiveness
• Manage client expectations throughout the process to circumvent excessive
demands
• Use professional Integrity as a tool to disarm difficult client interactions
• Communicate assertive statements to clarify expectations clearly to clients
• Create and maintain a supportive communication climate when negotiations
become emotional
• Explore win-win outcomes to deal with unreasonable client requests
• Uncover their interpersonal style in difficult situations
LEARNING
OBJECTIVES
To be at our best when we most need
to be requires having the confidence and competence at recognizing potential
problems and circumventing them before they escalate. Dealing with
difficult colleagues and clients requires that we be at our best under
pressure. To engage clients with tact, diplomacy, skill, and
compassion are the hallmarks of learned communication competence.
Join us for this illuminating webinar
that is sure to give you the insights and techniques to improve emotional
intelligence at work and manage your difficult situations.
WHO WILL
BENEFIT
Executive level, Sales, and pretty
much everyone else too!
SPEAKER
Years of Experience: 14+
years
Areas of Expertise: Communication Skills
Mr. Paul Byrne is a senior partner and trainer with Mackay Byrne Group; he
is also a professor of communication skills in Ottawa, Ontario. As a
professor, he’s been formally recognized for outstanding achievements in
teaching and curriculum design. Corporate clients have been consistently
rewarded with his ability to translate academic theory and psychological
research into practical communication techniques for the workplace. His
training design and delivery skills have been applauded by clients coast to
coast.
His personal belief is that enhanced communication competence is a result of
heightened self-awareness, an appreciation of benefits (personal and
organizational), and knowledge of easy to understand communication techniques
and strategies. He consistently creates an environment that is psychologically
safe, highly participatory, and above all, professionally relevant.
Paul has been facilitating personal communication skills training for over
fourteen years. He has,
· A Masters Degree in Adult Education
· Authored, and co-authored, numerous books and publications related to
Performance
· Communication Skills in the workplace
· Designed curriculum for the Province of Ontario.
· Enhanced the communication presence and competence of thousands of
individuals nationwide
· Developed and delivered Strategic Communication Skills training workshops for
many Fortune 500 companies.
Paul is also an Ottawa based English Professor specialized in communication
skills for the workplace.
Use
Promo Code MDTD20 and get flat 20% discount on all purchases.
To
Register (or) for more details please click on this below link:
https://bit.ly/3cx4nwG
Email:
support@trainingdoyens.com
Toll
Free: +1-888-300-8494
Tel:
+1-720-996-1616
Fax:
+1-888-909-1882