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The Robcan Group 31 Meridian Road Sherwood Park, Alberta Canada T8A-0N5

Phone: (780)-467-4112 Email: admin@robcan.ca Website: www.robcan.ca



I. Understanding the Difficult Person.

A. The nature of emotions
B. What is it?
C. Why it occurs
D. The power of anger
E. Perceptions and misunderstandings


II. Responding to Difficult People.

A. Fight or flight reactions
B. What’s in between?
C. Anger – a contagious disease
D. Achieving results


III. No-Win, No-Lose Resolution Skills.

A. Fogging
B. Questioning techniques
C. Empathy
D. Self-disclosure
E. Free information


IV. The Power of Positive Communications.

A. Choosing words carefully
B. Learning to listen
C. Persuasive words
D. Power of silence
E. Non-verbal communications.



V. Action vs. Reaction.

A. Timing
B. Putting it together
C. Closure


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