With most business communication initiatives, people aim to provide others with a great experience with the purpose of forging a strong relationship, but people can often be difficult to deal with. Through using the Transactional Analysis model, delegates will learn how to keep their cool while dealing with difficult clients as well as how to manage themselves in the face of abrasive clients or tough conversations with colleagues.

Introduction

When someone in our business lets a client down they usually are not doing it on purpose. Actually many of us who work with clients, whose bread and butter comes from clients do not consciously and vindictively let our clients down. Mostly we want to give them a great experience, we want to do the best for them and grow the relationship with them.
However, sometimes things go wrong and we don’t delight our customer, we do our best to correct the situation but it is still very difficult to deal with a client who is darn-right angry with us. So we mentally shut down or we feel tempted to give them a serious piece of our mind or we just struggle to deal with the situation emotionally.

Benefits

The key to understanding our reactions lie in understanding our different ego states, the Parent, the Child and the Adult. During difficult interactions we may find ourselves responding instinctively in an ego state that triggers an emotional or irrational response and so may jeopardise our relationship with the person we are trying to communicate with.
Understanding the Fragile Relationship Balance explores the different ego states that we all have within us. Understanding why we respond in these ego states is key to knowing how to deal with a difficult person and is key to understanding our own emotions and responses when faced with these situations.

Logistics

Dealing Conflict can be run as a half day workshop or it can be a one hour talk that will be interesting, fun, interactive and educative. The content is divided into the following sections:

• Introduction - role play
• Understanding the three ego states
• Understanding why and how we respond in different situations
• How to practically apply the knowledge
• Close