Publisher's Synopsis
Organizations are made up of people. And where there are people there are problems: 'difficult situations' in fact. The activities in this volume are designed to help participants to evaluate and improve their responses so as not only to solve people problems but to build long-term relationships. The situations covered range across the entire spectrum of working life, from alcohol dependency to poor customer service, from inadequate performance to conflict with the team. - - The activities can be used to develop the following skill areas: - - ò assertiveness - ò counselling skills - ò customer/supplier relationships - ò decision making - ò giving/receiving feedback - ò management skills - ò negotiation skills - ò non-verbal skills - ò personal skills - ò presentation skills - ò teamwork - - Many include model solutions for handling the situation in question.
