Course covers difficult situations and behaviors, discussion of your own communication and body language barriers. The instructor Joe Puckett also talks about defusing, deflecting and difficult people as well as DO's and DO NOTS in difficult communication (3 hours.).
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HANDOUT for Dealing with Difficult People (Download & Print This)
Chapter 1: Introduction and Overview
Chapter 2: Lets Start with You
Chapter 3: You Can Look At This As Negotiations
Chapter 4: Difficult Types and Interaction Ideas Part One
Training/Planning Scenario ONE
Chapter 5: Difficult Types and Interaction Ideas Part Two
Training/Planning Scenario TWO
Chapter 6: Undertanding, Listening and Space Management
Training/Planning Scenario THREE
Chapter 7: Verbal De-Escalation and Final Thoughts