Those who come into contact with difficult, angry or aggressive people in the course of their work, on the phone and face to face, and would like to gain an insight into where these behaviours come from and how to deal more confidently and positively with such situations.

This workshop is designed to enable participants to deal with conflict in a constructive and professional way using a range of communication skills and conflict resolution techniques. They will understand the nature of anger and aggression and how to diffuse them. They will also learn skills that will increase their ability to develop rapport quickly with people and improve their self-confidence & personal awareness; it will increase their awareness of the importance of projecting their organisation in a professional, caring, & customer-focused light.