What you will learn  :

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• Have strategies for diffusing difficult or emotionally charged situations

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• Know how to make the other person feel heard, through good listening technique

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• Understand different communication styles, which creates a fuller understanding of people and dynamics

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• Know how to work towards a positive outcome when resolving conflict and engender respect and cooperation

 

• Know how to remain calm and manage your own stress levels in order to think on the spot 

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• Be able to express yourself sensitively and diplomatically