Dealing with Difficult People
Categories: Conflict Resolution
Dealing with Difficult People

Duration:
3 days 

Fee:
£1275 +VAT

Overview:
The vast majority of employees works hard and has a desire to perform well in their jobs. It is therefore necessary to be clear about goals and objectives, communicating them to the employee, giving continual feedback, and rewarding them when appropriate.

However, when this sequence fails to produce the desired behaviour we expect, we often label the person who did not do what we expected a "difficult person".

In a different sense, high performing employees present a different type of challenge, positive perhaps, but nevertheless challenging and yes, sometimes difficult. Keeping them productive, motivated, and continuously focussed is sometimes as time consuming and challenging as it is to manage those who we see as more traditionally difficult.

This programme will expose, explore and clarify best current thinking and practice in dealing with those ‘difficult people’.

Course Objectives:
To enable delegates to identify the root causes of difficult behaviour in the workplace. To introduce delegates to step-by-step procedures for working with and leading those ‘difficult’ staff members with performance, behaviour, or attitude problems. To enable delegates to identify organisational culture that minimises the threat of harbouring difficult people.

Who will the course benefit?
This programme is designed for managers, leaders, and professionals who are responsible for driving change, managing conflict, and dealing with the consequences of challenging or difficult staff members.

What skills will the delegate gain?
This course will enable delegates to: 
- Describe how interpersonal conflict can have both positive and negative outcomes. 
- Identify the common reasons why people resist and react negatively to organisational Politics. 
- Develop and Promote a positive Changing Culture within their organisation. 
- Demonstrate assertive behaviour when dealing with difficult people and situations. 
- Produce a ‘competency based action plan’ highlighting the key area’s for future success, with time lines and a criteria for measurement.

Pre-Requisites:
None

Course Content:
- Defining “Difficult”
- Agreeing a clear definition of a “difficult person” and the consequences to your business
- Identifying & Managing Difficult/Challenging Employees.
- The cast of difficult people.
- Most Common Causes of Difficult Employees in the Workplace.
- Measuring the commercial impact of Difficult People.
- The roots of difficult behaviour.
- Problem or Opportunity? – Shifting mind-sets
- Adopting an Assertive Approach.
- Common Causes of Difficult Employees.
- Handling Difficult People Questionnaire.
- 5 principals of dealing with behavioural blindness.
- Steps for handling difficult people.
- Insubordination to Co-operation
- Confrontation Model.
- Techniques for Handling Anger.
- Dealing with a Difficult Person - Case Study.
- Providing objective feedback.
- Shaping attitude.

Follow-on Courses:
No follow-on courses have been defined

 
Course Dates
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Tools
 
Key Details
Provided by:
Parity Training Ltd


 
Duration3 days
 
£1,275
per delegate