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)