Overview:

Working in any organization today is challenging and requires skills, knowledge and a positive attitude. The expectations that people have of each other have increased. The pace of the world and these high expectations sometimes place us in difficult situations. Learning to respond effectively requires preparation and excellent presentation skills. Become aware of the non-verbal and verbal impact when interacting with people. Prepare to respond with confidence by being collaborative, cooperative, assertive and action directed. Learn to deal with difficult situations with differing approaches. Look for solutions quickly and don�t get bogged down in problems, arguments or emotional reactions. Go for action instead of reaction.

Topics:

Diffuse a difficult situation quickly Listen and respond attentively Manage non-verbal communication Develop a vocabulary that promotes positive action Engage the difficult person in finding solutions Achieve �action� instead of �reaction�

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