Dealing Effectively with Difficult People
Duration
Interactive Live Webinars, programme of 3 x 90 minute modules
Suitable for
Anyone who wants to be more confident and professional when dealing with ‘difficult people’ situations at work. Whether dealing with customers, colleagues, supervisors or subordinates – this day will give you practical ways to deal with these tricky situations and gain positive outcomes.
Instruction Method
What next?…
- Developing Self Esteem & Assertiveness
- Problem Solving & Decision Making
- Stop Stressing Yourself and Others
Objectives
By the end of the course you will be able to:
- Develop communication skills that help deal effectively with difficult or tense situations
- Recognise three different behaviour types and understand their impact and effects
- Exercise some key skills and techniques to gain rapport and control of the situation
- Confidently resolve difficult situations so that no one feels like a ‘loser’
- Keep your cool under pressure
Programme
Module 1: Behaviour, Yours and Theirs! – 90 minutes
Introduction & Workshop Objectives
- What are we going to cover today?
- What brings you here and what do you want from the day?
Understanding Behaviour and Its Effects
- What makes a person difficult? Recognising what difficult behaviour is
- How we can modify our own and other people’s style by understanding behaviour
- Conflict & Emotional Intelligence
Module 2: Communication and Behaviour Types – 90 Minutes
Communication Skills that Help Deal Effectively with Difficult People
- Paraphrasing to avoid assumptions or misunderstandings
- Using feedback in both positive and negative context
- Listening and questioning to get the true feel of the situation, show confidence and gain control
Three Different Behaviour Types
- Clarifying the difference between aggressive, assertive, and passive behaviour
- Recognising the effects of each type on yourself and others
- Tips towards assertiveness that help you keep control of yourself and situations
Module 3: How to Deal with Difficult Situations – 90 Minutes
Building Rapport
- Empathy
- Being aware of the differences between yourself and others and taking them onboard
- Developing understanding and techniques to encourage positivity and ‘bridge the gap’
Dealing with Difficult Situations
- Situations at work that may arise – practical ways to deal with existing or emerging issues
- Dealing in fact and behaviour – not emotion and personalities
- Being consistent and persistent
- Using positive language and a positive approach to influence outcomes
The Way Forward
- Taking ideas back to the workplace and putting them into action
Duration (in days)
3Location | Dates | Price exc. VAT | Status | |
---|---|---|---|---|
Online | 07 Apr 2021 | £270.00 |
Online 07 Apr 2021 £270.00 exc. VAT
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