Course Outline

INTRODUCTION

• Professional Context
• To React?
• To Respond?
• Goals Of The Course 

PROFESSIONALISM

• The 6 P's Of Professionalism 

THE ART OF NEGOTIATION

• Are You A Professional?
• 5 Strategies For A Negotiation
• How Do You Communicate?
  (1) Know Your Communication Delivery Skills
  (2) Know Your Audience
  (3) Know Yourself Personally
  (4) Know Your Organization
  (5) Know How To Achieve Your Professional Purpose 
       (a) Audience Engagement 
       (b) Practice Tough Empathy 
       (c) Generate Cooperation 

TECHNIQUES

• Motivation: The Arts Of Praise, Positive Criticism & Discipline
• How To Handle A Complaint
• How To Deal With Profanity
• How To Deal With A Bully
• How To Deal With The Passive-Aggressive
• Encountering The Anxious, The Agitated & The Hostile Person