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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
Testimonials (4)
It was nice to know more about EQ
Itzel Hernandez Diaz
Course - Emotional Intelligence (EQ)
I liked the involvement of the trainer and how her energy involved also the participants, the training was interesting, with many practical supporting facts and examples, practical exercises. It was great!
Jelizaveta (Liza) - ASSTRA Forwarding AG
Course - Stress Management and Prevention
Explains well the topic.
Gilbert Pineda - Quartzelec Ltd (Philippines Branch)
Course - Leadership 101
I generally was benefit from the interaction and flexibility.