Conflict Management Training

• Conflict Management Training
• Dealing with Difficult Telephone Calls
• Lone Worker Training
• Dealing with Difficult Customers
• Personal Safety Training
• Dealing with Difficult Colleagues
• Managing Difficult People
• Train the Trainer

Managing Difficult People

'Managing Difficult People' conflict management training courses at your venue throughout the UK

Duration:

This 'Managing Difficult People' conflict management training course is run over a full day

Recommended for:

All managers, supervisors and others who are involved with managing difficult or challenging staff or other stakeholders

Course Overview:

Managing difficult or challenging staff can be unproductive, time consuming and energy sapping. Participants on the course learn to deal effectively with problem behaviour in a direct but non-confrontational manner. The focus is on identifying and managing specific behaviours in order to build productive relationships and boost performance.

 

What staff are saying about this training course:

'Just right – the day flew by because we were totally focused. A great result that came from an afternoon searching the net for a trainer.'
Learning Adviser - Lake District Authority

'I certainly learnt a lot from this workshop. I really enjoyed it.'
Legal Advice Service Manager - National Farmers Union

Managing Difficult People Course Benefits:

By the end of this 'Managing Difficult People' conflict management training course
participants will be better able to:

• Understand the motivation of difficult people at work
• Identify different personalities and behaviour patterns
• Understand the legal issues surrounding handling difficult people
• Understand how people respond to conflict
• Put into practice an inspired structure to handle difficult people
• Handle a range of difficult issues including under-performance and low morale

Course Content:

The 'Managing Difficult People' course is tailored to your organisation.
Key content includes:

Difficult behaviour and its effects:

• Defining difficult behaviour
• Understanding behaviour patterns
• Understanding different personality types
• Understanding communication barriers that can fuel conflict

Responding to difficult behaviour:

• Understanding our natural response to conflict
• Recognising the impact of our words/phrases and body language

Dealing with difficult people:

• Maintaining our composure
• Structuring difficult conversations - the master technique!
• Dealing with facts and filtering fiction
• Dealing with 'fob offs' and negativity
• Handling emotions
• Using assertiveness strategies
• Creating 'wins' for both parties
• Giving and receiving feedback
• Handling negative emails

Dealing with difficult situations:

• Disruption of the team
• Under-performance
• Aggressive or volatile behaviour
• Non-communicative or over-emotional behaviour
• Any other situation participants wish to work on

Involving others:

• When to involve HR and senior managers
• Legal issues surrounding handling difficult people

If you would like more information about this 'Managing Difficult People' conflict training course or would like to discuss how this course can be tailored to your needs, please contact us by calling 0845 6585678 or using the enquiry form on the contact page.