Dealing Effectively with Difficult People

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Dealing Effectively with Difficult People

GBC Learning & Development
Logo GBC Learning & Development

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GBC Learning & Development offers their products as a default in the following regions: Kingston, London, Oxford, Peterborough, Portsmouth, Reading, Salisbury, Southampton, St Albans, Surrey, Sussex, Westminster

Description

This course is highly interactive and participative with a small group  and experienced trainer.

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…

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Frequently asked questions

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.

This course is highly interactive and participative with a small group  and experienced trainer.

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

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There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.