Dealing Effectively with Difficult People

Duration: A one day training course

Suitable for: Those who want 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 tips to deal with these "tricky" situations

Objectives: • Understand behaviour and its effects • Develop communication skills that help deal effectively with situations • Recognise three different behaviour types • Deal more confidently with difficult situations so that no one feels a 'loser'

Locations: Guildford, Surrey & London

Course Description

Setting the context

• 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?Ê Recognising what difficult behaviour is.
• How, by understanding behaviour, we can modify other people's style.

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 skills to get the true perception 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 self and others.
• Tips towards assertiveness.

Building Rapport

• Being aware of the differences between you and others - and how to 'bridge the gap'.

Dealing with difficult situations

• Situations at work that may arise - highlighting practical ways to deal with them.
• Dealing in fact and behaviour - not emotion and personalities.
• Using positive language and a positive approach to influence outcomes.

The way forward

• Taking ideas back to the workplace and putting them into action.

Conclusion and recap of key learning points