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

Managing Difficult People
1-day Training Course

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Recommended for:

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

Course Overview:

Managing what are considered to be 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.

'Course was extremely appropriate and covered everything I needed to know.'
Team Leader - JTM Limited

'The course was well run, well organised and well received by participants. Successful customers!'
Head of Financial Services - Great Yarmouth Borough Council

More comments...

Course Benefits:

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

Understand better the motivation of difficult people at work
Identify different personalities and behaviour patterns
Understand the legal issues surrounding handling difficult people
Understand how they 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 course can be tailored to your organisation. Key content includes:

Difficult behaviour and its effects:

Defining difficult behaviour
Understanding behaviour patterns
Reviewing a model of behaviour
Understanding personality types and behaviour styles
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

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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 —

Managing Difficult People 1-day Training Course

Managing Difficult People
1-day Training Course