The Art of Handling Difficult Conversations

What you will learn :
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Know how to work towards a positive outcome when resolving conflict
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Understand different communication styles, which creates a fuller understanding of people and dynamics
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Know how to make the other person feel heard, through good listening technique
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Be more adept by developing spontaneity skills
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Have strategies for diffusing difficult or emotionally charged situations
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Be able to use voice, body language and vocabulary confidently, to build trust and rapport
