6-Part CD Learning Series                                           'How to handle difficult, demanding and negative people - without becoming drained'           Does dealing with negative or unreliable people make you frustrated?                  When clients or customers press your 'hot buttons' and get you                          'all worked up', are you able to control your emotions?          Do aggressive, demanding or hot headed clients get your blood boiling?               Do you know how to take control of, and resolve, a conversation                                          with an upset client or customer?            Do you sometimes find it hard to switch off from a situation a work?       How well can you read and respond to people's different pressure types?   Managing people, delivering excellent service and building client rapport is greatly influenced by your ability to effectively deal with, and resolve, emotionally charged people, without becoming worked up or drained.  When you get upset it can throw your focus, productiveness and emotional wellbeing for the entire day.  Building your emotional resilience allows you to increase your ability to control how you feel in almost any situation. Being able to read other people's 'Pressure Patterns' allows you to quickly identify why a person is getting worked up, how they are likely to respond, and what you should be doing and saying (as well as not doing) to resolve the situation and keep them calm. TheCD program will draw on a resilient communication model, pressure patterns, body pressure zones andpressure profiles, so that you can quickly learn how to respond to people's different pressure patterns during situations of confrontation, client conflict, customer complaint, or during those times when they need to speak up.  In this 6-Pack CD learning pack, you will learn how to:   Deal with hot headed people without becoming upset, worked up or drained   Resolve and diffuse conflicts, complaints and misunderstandings more effectively - without going around in circles   Control feelings of anxiousness, anger, frustration during any conversation or conflict.   Reduce other people's emotional intensity without telling them to 'calm down'.   'Read' people's Pressure Patterns and know what to say and do to resolve conflict, tension or negativity.   Recognise the 4 components that make up your emotional resilience   Deal with disgruntled, hot headed or 'energy zapping' customers or clients without becoming uptight or drained      Get your message across, and resolve tension in a situation, where people are uptight or frustrated - without yelling or feeling tense.   Quickly be able to recognise a Biter, Growler, Sinker and Drainer     Leave work pressures at work and not drag them into your personal life           ...and so much more!           "The staff feedback has been extremely positive especially towards your           clear and concise delivery and great communication skills.  Much of the           course content can be used in our daily interaction with clients giving us            more confidence in dealing with difficult situations."              - Andrew Cahill, Director DUNGEY CARTER KETTERER PTY LTD Investment: a. 6-Pack CD series: $149.00 (AUD) plus postage    OR b. 6-Pack CD series ($149.00) PLUS 1 hour telephone coaching session ($250.00 value):      $299.00 (AUD) plus postage NOTE: 10% of all product sales will be donated to 'Youth Suicide Prevention - Australia' - helping young people bounce back from their challenges  To order, you can either:        a. Call my office on (03) 9579 7098      (for callers outside Australia, dial 61 3 9579 7098)   b. Fax through an order form.  You can download a form from: www.BounceBackFast.com/forms/order_form_CD6Pack.pdf