PPT-Dealing with Difficult Situations

Becky Davis Establishing the Context Situations in a Customer Service Setting InternalExternal Common Complaints amp Negative Behaviors Identifying Fundamental Principles The Anatomy of Conflict. Version 1.0. The following visuals are provided as part of an EMI Resident Course Template. These visuals accompany the EMI course template Instructor Guide (IG), Student Manual (SM), and Plan of Instruction (POI) as part of the complete EMI template. Please refer to the IG, SM, and POI templates for more information.. Advanced Managerial Communication. Today’s agenda. Why People Get . Hostile. Effective Listening . Skills. Dealing with Difficult . Questions. Dealing with Difficult Questioners . Delivering Effective Responses. People. Presented by . Everett Perry. Morning Blues . Perception of Communication. 55% Visual. 38. % . Tone. 7. % . Words. Repeat this sentence emphasizing one word only. ". I. never said she stole my money". What is a difficult person?. Who is a difficult person?. What is and is not a difficult person. General steps to manage difficult people. Dealing with difficult employees/subordinates. Dealing with a . . Employee Assistance Program. Usually ingrained and inflexible . Is frequently learned, repeated, patterned behavior. Matter of perception. Often a defense for fear, feeling out of control, feeling disrespected. Kelley Newcomer, MD. David Kessler . Understand what can cause a patient to become . difficult. Learn about difficult personality types and how to respond to . them. Discuss difficult situations and how to diffuse . The gentle art of persuasion. What is Verbal Judo. Verbal . Judo begins with your state of mind.. In Japanese, . “ju”. means . “gentle”. & . “do”. means . “way”.. Verbal Judo: . STAYING POSITIVE IN A NEGATIVE WORLD. Dealing with Murmuring. STAYING POSITIVE IN A NEGATIVE WORLD. There is a time and a method for. . expressing legitimate concerns.. Dealing with Murmuring. STAYING POSITIVE IN A NEGATIVE WORLD. Learning . Objectives. To gain an understanding of the benefits of . active listening. Practice conflict resolution based on real scenarios. Learn from our most difficult customers. Discuss effective methods of follow up. What is Verbal Judo. Verbal . Judo begins with your state of mind.. In Japanese, . “ju”. means . “gentle”. & . “do”. means . “way”.. Verbal Judo: . The gentle way of persuasion.. . What you need to KNOW. (A Presentation of your CCB Compliance Team. and Star University). 1. . Introduction. Dealing With Clients Fairly. 2. Course objectives. . At the end of this training you should:. Instructional Plan. Workshop Description. Target Audience. Delivery Modality & Length of Training Session. Instructional Goals & Objectives. Learning Methodology. Instructional Strategies & Activities. with. Presented by . Tia Coutroupis. 1. Objectives. Sharpen my skill set in order to …. render effective listening and communication. collaborate around solutions. promote positive involvement. increase BTU membership. Research by David Goldsworthy and Silvia Stefanoni of . Development Action . for the . INTOSAI Capacity Building Committee . Work Stream Meeting: SAIs in fragile situations. Washington, 18 September.