E-learning library: Online training
Handling SHIT
The right way to deal with difficult situations and verbal attacks
Critical voices, unqualified interjections or even insults: In interpersonal communication, we often find ourselves in difficult situations. In these moments, it is important to keep your composure and resolve the conflict with confidence.
This training provides your learners with concrete methods that they can use to skillfully parry verbal attacks and even use them as an opportunity.
Let us show you the training in a web session
After the training, your learners will know,
- what happens in our brain during verbal attacks.
- how to keep a cool head in difficult situations.
- what is important for successful conflict discussions.
After the training, your learners can
- reflect on and improve their own behavior in conflict situations.
- react methodically to verbal attacks.
- question and systematically assess the motives of their counterparts.
Contents of the online training
What are SHIT situations?
What does SHIT stand for?
How does stress affect me?
How can I reduce stress and think clearly?
How do I achieve a clear focus of action?
Small rewards keep the joy going
Don’t respond to attacks – or do you?
Query and request for evidence
Metacommunication
Interpretation
Role reference
When does the issue behind the attack need to be clarified?
Why shouldn’t I feed monsters?
What can I expect from the clarification?
How do I start a critical conversation?
How do I create opportunities for agreement?
How do I turn SHIT into fertilizer for the future?
Our Customer Happiness Managers are there for you.
Would you like to try it out?
Take a look at the online training
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Our Customer Happiness Managers Kai & Bernhard look forward to hearing from you.
