Training duration: 2 days
How often do you have to spend your nerves and time resolving conflicts? How often do you deal with difficult and conflicting patients? Is it always possible to find convincing words and arguments for the interlocutor and achieve the goal of the conversation? The training will allow you to significantly reduce the cost of internal resources in difficult and conflict situations of communication and will allow you to quickly resolve any conflict, and will also give you the opportunity to more often achieve the result you need in a conversation.
Targets:
- To teach participants to be aware of their goals in communication and achieve them with the least expenditure of resources
- To equip participants with practical tools to effectively communicate and influence a negative patient.
- To develop the participants' desire and ability to listen and hear the other side in communication, successfully cope with conflict situations and difficult patients
Training participants will be able to:
- Establish a steady positive contact and understand other people.
- Listening effectively and have a dialogue and be persuasive in personal contact
- Easy to resolve conflict situations at work and in personal communication
Form: intensive group and individual work. The program includes business and role-playing games (with video recording and subsequent analysis of the video), exercises and practical tasks.
In the training program:
Adult psychological position as the main communication tool
Scheme of positional analysis (according to E. Berne)
- Types of psychological interaction depending on the goal
- Determination of the psychological position of the interlocutor
- Selecting and implementing the optimal psychological position in a conversation
Negotiations as a method of conflict resolution.
Mediation and mediation in conflict resolution:
- Mediator steps
- Tasks and activities for each step.
Practicing behavior in a conflict situation
Communication techniques (Workshop with VIDEO ANALYSIS)
- Active listening
- I-message
- Rejection technique
- Infusion technique
- Intent showdown,
Use non-verbal communication for conflict resolution (Workshop with VIDEO ANALYSIS)
Ending conflict communication
- Summary and summary
- Keep in touch
- Building perspectives
The training will be emphasized on the development of communicative flexibility necessary for resolving conflicts, as well as for conducting sales & nbsp; negative patients. All tactical and communication techniques will be practiced on practical cases. Based on the results of the training, a report will be drawn up containing a brief assessment of the work of the participants according to the criteria agreed with the customer, & nbsp; as well as feedback from the trainer and recommendations for further personnel development.
The training program is basic and can be adjusted to the specifics of your business.
If you did not find a suitable option on the site, please contact us and we will develop any training program for you.
You can contact us in any way convenient for you
