Working with Difficult People

Have you ever had to work with difficult people? This unit covers the knowledge and skills required to develop, establish, and maintain effective workplace relationships and networks. It covers communication, the art of negotiation, and business ethics.

This course divides the content into four sessions which can build upon each other or stand alone.

1. Communication
   • Active listening
   • Adjust to the audience
   • Respect, integrity, and empathy
2. Ethics
   • What is ethics?
   • What are my values?
   • How do my values rub against the organisation or others?
   • Standards
3. Networks
   • How to build networks
   • How to build trust and confidence
   • Competence
4. Manage Difficulties to Achieve Positive Outcomes
   • What is your conflict management style?
   • How can we manage win- win?
   • Negotiating to achieve results

8 hours face-to-face (4 x 2 hr workshops. 4 Stand – alone events or 1 x 8 hour day) supplemented by self-paced learning and on-the job application.

There are no entry requirements. Cost includes individual study materials and support after class for self-paced learning. Students must provide writing materials, case studies and work examples prior to each workshop.

Upon completion of the self – pace material, the individual will be awarded a Statement of Attainment for BSBFLM303A Contribute to Effective Workplace Relationships

Managing groups within a workplace situation is of major importance in working with others and working in a team. This unit of competency can be applied to many training package in any workplace that requires working with others.

Level 2, 516 Ruthven Street, Toowoomba, or other suitable venue upon arrangement.

Academy of Career Training
PO Box 976, Level 2, 516 Ruthven Street
Toowoomba, Qld 4350 Australia
Ph: (07) 4659 5062 | Fax: (07) 4639 1009

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