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This highly regarded emotional intelligence training 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 the importance of emotional intelligence, how to deal with difficult people at work, and 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 behaviors 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
The topic is applicable to all. It’s particularly important for those working in teams or with customers.
This emotional intelligence training will help anyone coping with the difficulties of the present pandemic.
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
• How to improve emotional intelligence in the workplace
Interpersonal (strategies to deal with difficult people)
• Understand why people are difficult and how to deal with difficult people at work
• Practice the best approach when dealing with a myriad of difficult client types
• Prevent communication breakdowns using emotional intelligence skills
• 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
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 our best under pressure. To engage clients with tact, diplomacy, skill, and compassion are the hallmarks of learned communication competence.
Join us for this illuminating webinar that is sure to give you the insights and techniques to improve emotional intelligence at work and manage your difficult situations.
Executive level, Sales, and pretty much everyone else too!
Years of Experience: 14+ years
Areas of Expertise: Communication Skills
Mr. Paul Byrne is a senior partner and trainer with Mackay Byrne Group; he is also a professor of communication skills in Ottawa, Ontario. As a professor, he’s been formally recognized for outstanding achievements in teaching and curriculum design. Corporate clients have been consistently rewarded with his ability to translate academic theory and psychological research into practical communication techniques for the workplace. His training design and delivery skills have been applauded by clients coast to coast.
His personal belief is that enhanced communication competence is a result of heightened self-awareness, an appreciation of benefits (personal and organizational), and knowledge of easy to understand communication techniques and strategies. He consistently creates an environment that is psychologically safe, highly participatory, and above all, professionally relevant.
Paul has been facilitating personal communication skills training for over fourteen years. He has,
· A Masters Degree in Adult Education
· Authored, and co-authored, numerous books and publications related to Performance
· Communication Skills in the workplace
· Designed curriculum for the Province of Ontario.
· Enhanced the communication presence and competence of thousands of individuals nationwide
· Developed and delivered Strategic Communication Skills training workshops for many Fortune 500 companies.
Paul is also an Ottawa based English Professor specialized in communication skills for the workplace.