Managing Difficult People
Categories: Management Skills
Need course dates or locations to suit you? CLICK HERE TO SEND ENQUIRY...  
Managing Difficult People

*** This is an in-house course, price shown is based on 12 delegates attending. Yor final price will be calculated upon enquiry***

A 1 day training course for managers

Introduction
This course is of direct use to managers who have to manage difficult people in the regular course of their work. It could be someone they are managing directly or a team member whose behaviour is affecting others. The 'difficult person' could be external to the organisation or may be a colleaugue or senior individual within it. Tools and techniques will be introduced during the course that can be practised and used in the workplace.

Who should attend
Managers who consider anyone in their team to be 'difficult', and HR managers who are looking to learn best practice in this area.

Purpose of course
To provide managers with:
-Insight into what makes some people more difficult to manage than others
-Awareness of their own behaviour drivers and triggers and how they impact on the situation
-Active practice of tools and techniques which delegates can take away and use to deal with difficult people more effectively.

The course will provide a safe and supportive environment that will be reflective and active. Case studies and practical exercises will be used to demonstrate theories behind the causes of difficult behaviour and our own preferences and reactions.

Key Benefits of the course
-Develop more insight into different types of challenging behaviour
-Understand what makes some people and situations more difficult to manage
-Gain greater understanding of our own part in the dynamic and how we can use that more effectively
-Learn to look at situations with more objectivity and detachment and to deal with them more calmly
-Increase adaptability, flexibility and confidence and acquire a stronger sense of being in control
-Distinguish between what you can control and what you can't
-Change previously unsuccessful responses to more effective ones
-Identify your sources of support and realise you are not alone!
-Learn how to set mental boundaries and manage your energy more effectively

Course Content
Defining the issue
-Moving from looking at the person to the behaviour
-Understanding different types of difficult behaviour
-Highlighting which types of behaviour we personally find difficult to manage
-Recognising the business impact of 'people problems' - reasons for tackling the issue
Understanding the dynamics
-Looking at our own behaviour and its impact on the situation
-Exploring triggers, responses and payoffs
-Exploring a variety of techniques for dealing with different types of behaviour
The organisational context
-Looking at organisational culture
-Defining your support systems, procedures and networks
-Real-life case studies
Managing your own reactions
-Dealing with stressful situations - keeping your sanity
-Managing ongoing and unexpected situations with difficult people
-Building confidence
-Learning how to leave the stress at work
Confident communication
-Using body language confidently
-Using assertive language
-Negotiation and 'win-win'
-The value of coaching skills - active listening and effective questioning to get to the root of the issue
Taking action
-Devise a personal action plan to take back to the workplace

Resources Included
Comprehensive course handouts are included in the price

Trainer Profile: Carol Taylor 
Carol Taylor became a professional trainer and consultant after a successful senior management career. Carol specialises currently in general Stress Management and in Leadership and Management Development. At all stages of her career there have been many occasions when managing difficult people was at the fore of her work, in particular, line-managing large, diverse and sometimes resistant organisations as well as dealing with a demanding external community. Carol has 'walked the talk' and has faced many of the challenges developed on this course.
 
Need course dates or locations to suit you? CLICK HERE TO SEND ENQUIRY...  
My Location
Results for location are highlighted in the table below. Click here to remove highlight
The course either has new dates in data loading, or is only run as a dedicated or In Company course.
Tools
 
Key Details
Duration1 day
 
£81.25
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).