About this Course

Experienced a burnout? Unable to cope, mounting workload, find yourself dragging to work, sidelined by others and felt like quitting. Adding to the woes, faced with nasty customers and equally difficult staff. We’ve all heard of this.

But is there good news? Absolutely. Whilst hurdles may appear in-surmountable there are time tested strategies, techniques and skill that are learnable, to win at the work place and remain motivated undeterred by these daily challenges.

This course is designed to help staff to work effectively and enhance their ability to cope with various difficult behaviours from customers and colleagues.

Objectives

Upon completion of this workshop, participants will be able to;

• Understand human behaviour
  
• Be inspired to manage people, interact and lead
  
• Understand your own strengths, weakness and limitations
  
• Apply winning strategies and  proven techniques
  
• Manage criticism and feedback
  
• Apply emotional intelligence effectively
  
• Apply assertiveness, tact and sensitivity in dealing with internal and external customers
  
• Manage difficult staff and customers in a professional manner
  
• Managing stress
  

Target Audience

Managers, supervisors, team leaders and staff members.

Duration

Two days

Methodology

The two-day programme would be highly dynamic and interactive .It will be activity driven with lectures, case studies, role plays, video clips, paired / group discussions and team assignments.

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