Programme of trainings:

Psychological stress management. Stress control:

• Recognition of stress: physiological and psychological response.
•  How to overcome the negative impact of the provisions of stress.
•  The meaning of self-confidence.
• Effective methods of psychological stress management.
   

Business communication in stress situations - how to manage your own behaviour and feelings:

• Influence of organization‘s culture on customer loyalty.
• Professional communication in stressful situations.

Customer service culture: problematic situations and their personal reactions to repression:

• Maintenance of customer loyalty in difficult situations.
• A constructive response to criticism and dissatisfaction.
• Difficult situations with customers: the practical tasks.

Practical management of conflicts and stressful situations:

• Effective behaviour in conflict situations, the main errors.
• Conflict resolution strategies and management steps.
• Stress control during the conflict.
• Setting of personal conflict resolution style.
• Main reasons of conflicts in the workplace and their practical solution.
• Difficult situations at job relations.