Handling Difficult People and Situations
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Handling Difficult People and Situations “How to Understand Different Perspectives”

Duration
1/2 day

Description
Conflict is a part of every day life and is often viewed as negative. This workshop aims to help delegates understand the causes of conflict and the impact of their own and others’ behaviour in difficult situations.

This course is designed for anyone who needs to deal with difficult people or situations.

What they will learn 
- How our own behaviour and that of others affects people around us 
- How differently people communicate and how this can cause conflict 
- A technique for using a communication style to help deal with difficult situations

Course Contents
Understanding our own and others’ behaviours
Demonstrate that people have different ‘maps’ of the world
Show how information can be misinterpreted
Demonstrate the impact of misinterpretation on rapport and the ability to negotiate
What is Conflict?
Define conflict
Identify the main phases of conflict
Enable participants to describe the typical behaviours that are used when conflict is not constructively managed
Transactional Analysis
Provide participants with a way of understanding behaviour and improving communication
 
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Tools
 
Key Details
Duration0.5 days
 
£125
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).