Dealing Effectively with Difficult People

Dealing Effectively with Difficult People

Objectives:
- To understand behaviour and its effects 
- To develop communication skills that help deal effectively with situations 
- To recognise three different behaviour types 
- To be able to deal more confidently with difficult situations so that no one feels a ‘loser’

You will learn:
- To use your increased understanding of human behaviour and its effects on others 
- To utilise specific communication skills that will help control difficult situations 
- To identify passive, aggressive and assertive behaviour - and the effect of this behaviour on others 
- To adopt a professional and appropriate style of behaviour when handling difficult situations 
- Appropriate delegation 
- How to handle confrontation

Who should Attend:
All those who want to be more confident and professional when dealing with difficult
‘people’ situations at work - customers, colleagues or supervisors.