Overview This highly regarded virtual presentation 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.
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 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.
Our responses to these 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 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 presentation that is sure to give you the insights and techniques to manage your difficult situations.
Who will benefit
- Emotional Intelligence
- Empathy
- Resilience
- Curiosity
- EI
- EQ
- Professional soft skills
This activity has been approved for 1 HR (General) recertification credit hours toward aPHR, PHR, PHRca, SPHR, GPHR, PHRi and SPHRi recertification through HR Certification Institute (HRCI). Please make note of the activity ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org
This program is valid for 1 PDCs for the SHRM-CP® or SHRM-SCP®
