Working with difficult people
Categories: Management Skills
Working With Difficult People.

About the Course:
Learn the skills to succeed with others. Being able to successfully work with others is an essential business skill. Unresolved difficulties with bosses, colleagues, customers or staff reduces your personal effectiveness. This participative programme looks at the types of difficult people and situations that can occur and sets guidelines for managing them effectively. As such it is suitable for everyone whose success is related to working closely with people.

Programme Contents:
- Difficult People
- Who Are They?
- Why they are Difficult
- How To Stay Calm
- Relationships at Work
- Understanding Differing Personalities
- Expectations and Work Ethics
- What Constitutes a Conflict?
- Elements of a Conflict
- The Costs of Conflict
- Working with Difficult People
- Using the Stimulus
- Response Technique
- Giving and Receiving Criticism
- Making and Refusing Requests
- Responding with Confidence and Composure
- Addressing Hostility and Aggression
- The Chameleon Technique
- Using Your Body Language
- Words to De-escalate and Win
- Timing the Communication
- A Checklist for Solving People Problems
- Case Studies
- Delegate Action Plan

Who Will Benefit From This Course?
If you need to know how to effectively deal with difficult people and tricky situations, this course is for you.
 
Description of the Course:
In a very interactive and practical style, the course takes delegates through the proven ways of managing difficult people and situations. Perhaps just as important are the techniques given on the course for reducing or even eliminating the causes of conflict. The techniques of communicating and working with "difficult people" are covered in detail.

The course is run with small numbers allowing time to discuss individual cases and to explore solutions to very difficult problems. Each delegate will leave the course with an action plan specific to their situation.

Course Objectives:
- To enable you to recognise the characteristics of awkward people.
- To discuss proven methods of productively managing the awkward character.
- To set action plans.

What You Will Gain:
- Some positive ideas for dealing with difficult people and tricky situations.
- Communication techniques that will improve your self confidence and enable you to stay in control.
- You will also learn a portfolio of skills and techniques, including body language and the best choice of words, to de-escalate difficult situations.
- You will examine techniques for changing behaviour - both your own and that of difficult people.
- You will be able to recognise the characteristics of awkward people.
 
Tools
 
Key Details
Provided by:
Spearhead Training


 
Duration1 day
 
£475
per delegate