TRAINING DIFFICULT COMMUNICATION, STRESS AND TENSION – Geneva, Vaud, Neuchâtel, Valais, Fribourg, Zürich, Bâle, Bern

The goals of this course on difficult communication, stress and tension are:

• To review, professionalise and personalise your communication
• To learn how to manage other people’s aggression and control your own
• To say what needs to be said respectfully but firmly
• To learn how to best handle the impact of aggression
• To manage your stress with improved personal organisation

Participants

Anyone experiencing communication problems or who is regularly faced with difficult communication (customer calls, objections, claims, etc.)

Course requirements

No special knowledge required.

Practical exercises

This course, which is based on realistic simulation exercises and a comparison of different practices, will equip participants with techniques that can be employed directly in the field.

Training programme for difficult communication

GENERAL CONTENT

• The signs of aggression according to personality type
• Managing emotions in aggressive situations
• Preparation and management in confrontational environments
• Power games: formulas and antidotes
• Relaxation methods for stressful situations
• Managing emotions, tiredness and tension, the right distance, “protective bubbles”

Topic 0: Self-familiarisation with Nova Profile

Participants:

• Own their personal profile
• Identify their behavioural preferences
• Confirm their talents for the company
• Identify their relational modus operandi within their team (strengths and areas of improvement)

Topics covered

• Exploring the colour method
• Scenarios and simulation exercises
• Submission of personal profile

Topic 1: Understanding the challenges of the profession

Here we want to help participants to:

• Identify the scope of their work
• Identify the areas of adjustment for enabling everyone to improve the way they deal with situations
• Define individual action plans for the remainder of the course

Topics covered

• The risks of not changing
• The opportunities linked to change
• The adjustments required for everyday behaviour
• Company and stakeholder expectations

Topic 2: Communication basics

Here we want to help participants to:

• Analyse and understand the situation facing the other party
• Devise clear and concise messages tailored to different circumstances
• Attract attention and win acceptance
• Actively listen
• Demonstrate empathy

Topics covered

• Difficult situations: conflicts, complaints and claims (simulation exercises)
• Identify and learn how to deal with various people profiles (relational styles), e.g. excessive talking, dissatisfaction, aggression, etc.
• Mastering communication techniques
• Voice work: intonation, smiling
• Non-verbal work
• Active listening
• Asking questions, reformulating
• Adapting to the other party

Topic 3: Managing stress and emotions

Here we want to help participants to:

• Control stress when facing difficult individuals
• Improve the way they react when confronted to aggressive individuals
• Manage their emotions and respond appropriately
• Learn how to best handle the impact of aggression

Topics covered

• The signs of aggression according to personality type
• Managing emotions in aggressive situations
• Simple assertiveness techniques
• Tips for relaxing in stressful situations
• Managing emotions, tiredness and tension, the right distance, “protective bubbles”, quick relaxation techniques

Topic 4: Post-training action plans

Here we want to help participants to:

• Ensure the transfer of learning outcomes
• Understand the benefits that they could reap from applying the learning outcomes
• Progress together by venturing to give themselves constructive feedback

Topics covered

• The individual growth plan

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