.egassem a evael ot evah uoy fi yad
gnikrow txen eht yb uoy ot kcab teg dna sgnir 7 nihtiw enohpelet
eht rewsna oT .yad gnikrow net nihtiw seiriuqne rewsna oT •
.emoh ta uoy tisiv ew fi noitacifitnedi licnuoc uoy wohs oT •
.srettam detacilpmoc erom
rof emit tnemtnioppa tneinevnoc a uoy evig ro ,seireuq elpmis
rof seciffo licnuoc eht tisiv uoy fi setunim net nihtiw uoy ees oT •
.stnemeriuqer
laiceps htiw sremotsuc ot elbaliava meht ekam ot yrassecen erehw
secivres ruo ot tnemtsujda elbanosaer sekam oT. ytilaitnedifnoc
ot thgir ruoy tcepser dna sdeen laudividni ruoy ot evitisnes eb oT •
.yriuqne ruoy fo ssergorp eht tuoba demrofni uoy peek oT •
.ysetruoc
htiw uoy taert ot dna noitamrofni lufpleh ,raelc edivorp oT •
-:sevitcejbo esruoC
.deen tsom evah
ffats rieht leef yeht saera revoc ot tneilc eht htiw dengised si esruoc
erac remotsuc hcaE .snoitazinagro rentrap dna seugaelloc lanretni
htiw gnidulcni ,spihsnoitaler lanoisseforp ruo lla ni deilppa eb dluohs
selpicnirp ehT .secivres ruo esu ohw cilbup eht fo srebmem laudividni
htiw gnilaed s'licnuoc eht si edoc eht fo sucof ehT .snoitautis
laudiv
ivres remotsuC
R pe r
• Project
• Identif iy ng
• The 3A"a pp e
you are using to cont
utitta ,ecnara
.egami thgir eht gni
• Assertion skills und re s
aggression and
otsuc eht tca
Dealing with cha ll e
violence.
ynapmoc eht gnitnese
• ing with criticism
dnat
Deal and c
• Dealing with stress practical ex
gni
l.
• Finding the info and evidence nee ed
to decide a complain
remotsuc gnign
.rem
.sevitcejbo gnizitiroirp dna
• Gives more deta
t.
d
.stnialpmo
• Dealing the key issues and
summarizing the complaint appea
.sesicre
snaem tahw no desab ecnadiug deli
.hcaorppa dna ,ed
.elpicnirp hcae no ecivda lareneG •
.edoc erac remotsuc eht
gnitnemelpmi no ecna
• Using the evidence gathered improve
future performance
12
idni eldnah ot woh rof tnemgduj dna esnes ruoy esu ot
deen lliw uoY .sremotsuc htiw gnilaed fo stcepsa niam eht htiw pleh
era yehT .edoc erac remotsuc s’licnuoc tnemelpmi ot gnikees ffats
lla fo tifeneb eht rof nettirw era edoc erac remotsuc fo selpicnirp ehT
.edoc erac dna sec
cirP PLN
PMA
senildaeD gniniarT
.edoc erac dna secivres remotsuC
diug yrammus eviG •
slliks gniweivretnI
pihsrentraP
snoitacificepS
e
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