"Tact
is the knack of making a point without making an enemy"
Howard
W Newton
The
Consultancy's Communication Skills training programmes
are devised for use by front-line staff including police
and crisis management teams.
Feedback
from training courses we have implemented include reports
of a personal watershed of confidence and ability to engage
appropriately with even the most challenging of client
group.
Issues
covered in training:
- "Initial
Approach" - verbal and non-verbals that can immediately
change the dynamics of an aggressive situation.
- "Meeting
the Mindset" - human beings do not, as a rule, respond
well to being advised to "calm down" when angry.
The language and tools of the Programme provide participants
with strategies and techniques that are in keeping with
the human psyche in times of stress.
- "Presumptions"
- Avoiding physical and verbal conflict by using presumption-language
that "presumes" co-operation and encourages collaboration.
- "Problem-solving
techniques" - encouraging participants to think outside
the box when dealing with community problems.
Conveying
inclusion and courtesy from a position of strength
Empirical
evidence would indicate that the best approach when entering
a possible conflict situation is to offer courtesy and
respect with the clear recognition that the worker is
in authority. Again, verbals and non-verbals convey this.
Language
as a tool for conflict resolution
The
training invites participant to look at language skills
as an important part of community liaison and how even
volatile situations can be resolved by language alone.
Feedback
from participants:
"I will take away from the training the knowledge
that just changing words can diffuse situations".
Christine Beaumont, John Cleveland College
"I
found the training very useful: the importance of showing
courtesy from a position of strength; the important of
thinking about the language that I am using. The importance
of presuming that the other person will co-operate rather
than resist. Eileen is obviously very experienced and
her style of delivery is very entertaining. I found that
people were discussing various points of the training
which proved that it was thought-provoking". Pat
Kearns, JC Cllg. Hinchley, Leicestershire.
Further feedback can be found on the Testimonials
page on our website
For
further details about the programme please contact us
on Tel 0208 542 9310 or email communications@brief-therapy-uk.com
NLP Practitioner
Liverpool
Project