Course Outline

Introductory exercises, introduction of participants, discussion of rules, conclusion of a training contract

Basic knowledge about stress and stress-causing factors - basic psychological knowledge

Reactions to stress and changes in behavior

Adaptation and types of stress

The most important "hot spots" are areas that can cause stress

Types of behavior in difficult situations: Aggression, submission, assertiveness,

  • Putting up defensive barriers in difficult situations in the relationship with the client (he shouts "problem", not about me, and to me, not at me)
  • Building your own authority and image in the eyes of employees, carriers and customers

Psychological defense mechanisms in difficult situations:

How to defend yourself against projection and manipulation attempts by others
About anger that can be addictive

Building awareness of your own emotions and those of the team:

  • About suppressing emotions, which seems to work but causes an outburst
  • Diagnosis of one's own susceptibility to stress and current methods of coping with difficult situations
  • Stress reduction techniques and methods: environmental, physiological, mental)
  • Practical exercises in relaxation techniques: visualization, quick techniques for reducing tension

The manager and his role in managing team stress:

  • The manager's own stress and its impact on the tension in the team
  • Modeling team behavior
  • Subconscious mutual transmission of emotions in a team

Techniques for taming stress:

  • mask technique, poker technique (used in special services, e.g. Mossad)
  • separating stress from visible physiological responses
  • poker face when emotions are boiling inside
  • training newly acquired skills

Basic principles of anti-stress prevention

 14 Hours

Delivery Options

Private Group Training

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  • Pre-course call with your trainer
  • Customisation of the learning experience to achieve your goals -
    • Bespoke outlines
    • Practical hands-on exercises containing data / scenarios recognisable to the learners
  • Training scheduled on a date of your choice
  • Delivered online, onsite/classroom or hybrid by experts sharing real world experience

Private Group Prices RRP from €4560 online delivery, based on a group of 2 delegates, €1440 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.

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