Dealing with Difficult People
DEALING WITH DIFFICULT PEOPLE AND SITUATIONS
Are there some people with whom you have difficulty working? It may be your boss, a colleague, a member of your staff or even a customer. Do you find some situations difficult to handle? Perhaps you dislike conflict, but by avoiding it you are left feeling that others are taking advantage of you. Perhaps you find it hard to manage your emotions or do not know what to do when other people express theirs.
These are just some of the areas where Dealing with Difficult People and Situations can help. You will learn the characteristics of three main behaviour types assertive, aggressive and passive. Using this framework to understand behaviour, you will explore your own difficult people and situations. You will look at the other persons behaviour and the effect it has on you. You will also look at your own behaviour and consider how it might affect others.
You will learn specific strategies for managing conflict situations. These include active listening, stating your position effectively and managing emotions in yourself and others.
By gaining insights into the interpersonal dynamics of your difficult situations, you will be able to identify changes that could help to transform your difficult relationships.
OBJECTIVES
To understand behaviour and its effects
To develop communication skills that help deal effectively with difficult 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
How to handle confrontation
WHO SHOULD ATTEND
All those who want to be more confident and professional when dealing with difficult people and situations at work customers, colleagues or supervisors.
DETAILS:
One day workshop 9.30am 4.30pm
This course can be run as a dedicated group event, as part of our open programme or on a one to one basis.
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