Emotional Intelligence in Difficult Situations: Serenity, Courage, Wisdom (February 9 – Trainning.com)

serenity courage wisdom

February 9 on Trainning.com

Click here to attend on Trainning.com


This highly regarded webinar 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 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 behaviours 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
Join us for this illuminating webinar that is sure to give you the insights and techniques to manage your difficult situations.

Why you should Attend

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 are best under pressure. To engage clients with tact, diplomacy, skill, and compassion are the hallmarks of learned communication competence.

Areas Covered in the Session

  • 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.
  • Interpersonal (strategies to deal with difficult people)
    • Understand why people are difficult
    • Practice the best approach when dealing with a myriad of difficult client types
    • Prevent communication breakdowns
    • 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

Who Will Benefit

  • Executive Level
  • Sales
  • Pretty much everyone else too!


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