Emotional Intelligence in Difficult Situations: Serenity, Courage, Wisdom
WEBINAR TO BE HELD: TBD
This course provides clarity around the importance of EQ, it’s key components, with specific focus on inter/intrapersonal skills. What I valued the most were the T.I.P.’s on how to handle difficult people/behaviours through conversational EQ skills. The course handouts are excellent resources and I often refer back to them as reminders. Overall, this was a very engaging discussion on a highly relevant topic!
Specialty Sales Representative
As a stand-alone or as a complement to Emotional Intelligence: The three most important EQ skills needed in business today. This new and highly regarded virtual presentation uncovers the often-hidden motivations of why we act the way we do. It provides practical, easy to implement, strategies to turn negatives into positives and strengthen interpersonal relationships. We’ll explore the typical difficult interactions between people and discuss approaches that lead to improved outcomes.
To be at our best when we most need to be, requires having the confidence and competence to recognize potential problems and circumventing them before they escalate. Dealing with difficult situations and those people involved in them requires that we be at our best under pressure. To engage people with tact, diplomacy, skill, and compassion are the hallmarks of learned communication competence.
In business situations, our responses to colleagues and customers 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 behaviours in order to understand them and move ahead with supportive professionalism.
Both personal and professional negotiations can sometimes leave us feeling frustrated when we feel that the other party is being unreasonable. Our responses in these situations will have an impact on the present negotiations, relationships, engagement with the file, future business, and so on.
In recognizing that conflict will happen, 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.’
Join us for this illuminating presentation that is sure to give you the insights and techniques to manage your challenging situations.
Click the Curriculum tab to view the topics covered.
After attending the webinar students will be able to;
- Describe how to control their own emotions to be in control of interactions
- Discuss some interpersonal strategies used to deal with difficult situations and the people involved.
Professor Paul Byrne. Read the bio.
THE FINE PRINT
The webinar will be held for a minimum of 10 registrants. If we cancel because of a lack of registrations, your fee is fully refundable. A cancellation fee of 50% of the registration fee will be imposed if you cancel at least 48 hours prior to the webinar. Your cancellation within 48 hrs of the webinar (or absence) forfeits your entire registration fee. In this case, a webinar recording will be available to you for a limited time. There will be no exceptions.
(Please understand that we have to pay for administrative set up of the technology, reserve the Facilitators’ time and respect other students’ commitment.)
This course will count towards CCPE awards but is not eligible for CCPE medals.
- Suggested Hours of Study 17
- Quizzes 0
- Suggested Hours of Study 1.5 hrs.
- Course Format Webinar
- CPS Full Access No
- Language English
- Time Limit N/A
- Passing Grade N/A
- Price $350.00
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
Interpersonal (strategies to deal with people in difficult situations)
- Understand why people can be “difficult”
- Practice the best approach when dealing with a myriad of difficult client types
- Prevent communication breakdowns
- 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