In our everyday lives we all encounter what appears to be "people being difficult" with us. Some days it appears to be everyone! Learning to hear what you sound like with others, what people see when you approach them and how you engender emotions in others is the first step in self-awareness that leads to you gaining the self-management which will influence others to behave differently. Seeing yourself cope and hearing yourself say the right things at the time, will make you feel more secure in dealing with others in difficult emotional states or situations. Designed to enhance effectiveness in people-facing situations, this programme provides valuable new techniques for employees who encounter difficult customers and situations. This programme can be delivered individually, in half day, one day and 2-day programmes.

"It is that self-confidence [gained on the programme] that has helped me to break through my limiting beliefs and to achieve things that 18 months before I never would have believed was possible such as: Facilitating conflict ridden groups through to agreeing and delivering an action plan."
Fiona Willmott Regional Director for the South-East, ABSSU/ Dept. for Education and Skills

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