Course description
Dealing Effectively with Difficult People
Suitable for anyone who wants to be more confident and professional when dealing with ‘difficult people’ situations at work. Whether dealing with customers, colleagues, supervisors or subordinates – this day will give you practical ways to deal with these tricky situations and gain positive outcomes.
Upcoming start dates
Outcome / Qualification etc.
By the end of the course you will be able to:
- Develop communication skills that help deal effectively with difficult or tense situations
- Recognise three different behaviour types and understand their impact and effects
- Exercise some key skills and techniques to gain rapport and control of the situation
- Confidently resolve difficult situations so that no one feels like a ‘loser’
- Keep your cool under pressure
Training Course Content
Introduction & Workshop Objectives
- What are we going to cover today?
- What brings you here and what do you want from the day?
Understanding Behaviour and Its Effects
- What makes a person difficult?
- Recognising what difficult behaviour is How we can modify our own and other people’s style by understanding behaviour
- Conflict & Emotional Intelligence
Communication Skills that Help Deal Effectively with Difficult People
- Paraphrasing to avoid assumptions or misunderstandings
- Using feedback in both positive and negative context
- Listening and questioning to get the true feel of the situation, show confidence and gain control
Three Different Behaviour Types
- Clarifying the difference between aggressive, assertive, and passive behaviour
- Recognising the effects of each type on yourself and others
- Tips towards assertiveness that help you keep control of yourself and situations
Building Rapport
- Empathy
- Being aware of the differences between yourself and others and taking them onboard
- Developing understanding and techniques to encourage positivity and ‘bridge the gap’
Dealing with Difficult Situations
- Situations at work that may arise – practical ways to deal with existing or emerging issues
- Dealing in fact and behaviour – not emotion and personalities
- Being consistent and persistent
- Using positive language and a positive approach to influence outcomes
The Way Forward
- Taking ideas back to the workplace and putting them into action
Why choose GBC Learning & Development
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Expenses
Course Price: £360 + VAT
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