Gesprächsführung mit Trouble Makern leicht gemacht

In this course, participants learn how to deal with difficult people in critical situations in a de-escalating manner and thus minimise time-consuming discussions, stress and anger. The prerequisites for this are an increase in personal frustration tolerance, knowledge of target-oriented dialogue strategies and the correct assessment of the respective counterpart.
To this end, the course teaches psychological techniques for positive self-management in stressful situations as well as rhetorical strategies and argumentation structures for targeted dialogue with different types of trouble makers. Participants will also learn the basics of conflict mechanisms and successful appeasement tactics and, based on the DISG model from persolog®, learn to better understand their own behaviour and develop tolerance for other behavioural styles.

The thematic focus is on

• The psychological background of conflicts: How do conflicts and frictional losses arise?
• Different does not mean wrong: Personality psychology models.
• The classic trouble-makers and the right way to deal with them.
• Active listening and Schulz von Thun's four-ears model.
• Mind reading: Use micro-expressions and body signals to recognise what is going on in the other person's mind and anticipate their reactions.
• Verbal and non-verbal success strategies to steer conversations in a goal-orientated way and end them in an appropriate time.
• Appropriate techniques for communicating bad news.
• The pitfalls of verbal and non-verbal communication in critical situations.
• Brain stem or cerebrum? De-escalation techniques in stressful situations with customers.
• Exercises and role plays.

Further information and registration can be found here