At your venue in London - Midlands - North - Scotland and throughout the UK and Ireland.

Dealing with Difficult People
1-day Training Course

Printer-friendly course brochure.

Recommended for:

All employees who have to deal with difficult or challenging people in their workplace.

Course Overview:

Some colleagues and people we come in contact with at work are impatient, rude, stressed, de-motivating, and often just unaware of how their behaviour impacts on others. Participants learn exceptional skills to deal with difficult people in a direct but non-confrontational way. After this training participants will be more assertive with the dictators, gripers, snipers, 'yes' people, 'no' people, 'stressed' people and all of the other challenging characters they might meet at work.

'Focused on practical techniques, grounded in real world examples.'
Internal Communications Adviser - Home Office

'Widened my awareness of how to recognise and avoid/defuse difficult behaviour.'
Housing Scheme Manager - Welwyn and Hatfield Council

More comments...

Course Benefits:

By the end of the course participants will be better able to:

Understand why certain behaviours are difficult
Specifically identify the difficult behaviour they are experiencing
Structure conversation to address difficult behaviour
Feel more confident and become less of a 'target' for difficult people
Manage their words/phrases/voice and body language
Achieve more productive outcomes in any situation

Course Content:

The course can be tailored to your organisation. Key content includes:

Difficult behaviour and its effects:

Defining difficult behaviour
Understanding behaviour patterns
Understanding personality types and behaviour styles

Responding to difficult people:

Understanding our natural response to conflict
Recognising the impact of our voice/words/phrases
Using positive body language

Dealing with difficult people:

Maintaining composure
Structuring difficult conversations - the master technique!
Dealing with 'put downs' and 'fob offs'
Using assertiveness strategies
Creating 'wins' for both parties

Dealing with difficult tasks:

Giving and receiving feedback
Dealing with negative emails
Managing conflict surrounding short deadlines

Dealing with sub-groups:

Co-workers
Senior managers
Project stakeholders
Subordinates
Suppliers

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On site training courses available in:
London, Glasgow, Manchester, Birmingham, Leed, Derby, Scotland, Nottingham, Midlands, Bristol, Wales, Swansea, Cardiff, Dublin, Belfast , Lincoln, Liverpool, Sheffield, Reading, Oxford, Cambridge, Southampton, Newcastle, Durham, Edinburgh, Warrington,
and across the UK and Ireland.

— Please Enquire for a Price Quotation —

Dealing with Difficult People 1-day Training Course

Dealing with Difficult People
1-day Training Course