Since 1999, Maguire has developed learning interventions based on ‘The Pathway to Excellence’ philosophy and this approach demands that training should not be merely about course delivery, but measureable outcomes. Read more...
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Handling Difficult People/Situations
Aim: The delegate will learn the value of applying different strategies to different situations to bring about a satisfactory resolution.
By the end of this module the delegate can:
- Explain the relevance of Ego States in difficult situations
- Clearly describe the difference between passive, assertive and aggressive
- Demonstrate what words, voice tone and body language are appropriate
- Show how to build rapport with empathy