Individual and organisational performance depends on smooth
relationships with internal and external customers, and the ability of
individuals and teams to cope with the difficult and stressful
situations. At the same time, the drive for efficiency and profit
makes this more difficult. Handling Difficult People and Difficult
Situations contains the most useful training tools and proven
techniques that can be tailored to a wide range of training needs such
as customer service, combating stress in the workplace, communication
skills, influencing skills, assertiveness, and interpersonal skills.
The toolkit includes mini psychometric tests, questionnaires, tools,
examples, templates and tips for every aspect of handling difficult
people and situations. This includes coping strategies for dealing
with difficulties arising from appraisals, discipline and grievance
procedures, change, staff cuts, and poor performance. About the
Series: The HR Toolkits provide complete sets of customisable,
printable resources to facilitate in-house training and development
workshops and strategy design. Supplied as both ring binders and
electronic files, and consisting of modules which can be used
individually or combined for more extended programmes, the toolkits
include ready-made practical exercises, handouts, discussion questions
and more to upskill employees.
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Produktdetaljer
ISBN
9781789662733
Publisert
2019
Utgave
1. utgave
Utgiver
Vendor
CIPD - Kogan Page
Språk
Product language
Engelsk
Format
Product format
Digital bok
Forfatter