Managing Difficult People and Dealing with Conflict

“People are not difficult, however their behaviour can be” and whilst conflict can be healthy, problems can arise when it is not dealt with effectively.

This workshop is designed to help you successfully negotiate those difficult interactions and seemingly impossible situations which if not handled effectively, can cause misery, frustration and ultimately affect performance. This workshop will also explore how and why conflicts arise and how conflict can be prevented. The course will provide practical guidance and skills to increase confidence and deal effectively with difficult behaviours and conflict situations.

Course objectives/key benefits:

On completion delegates will have:

• An understanding of why people act and react as they do
• Identified appropriate responses to difficult behaviours
• Developed techniques for handling negative emotions
• A greater understanding of what constitutes conflict and why it occurs
• Effective strategies and increased confidence for dealing with difficult behaviours and resolving conflict.

Who the course is aimed at:

All employers, employees and private individuals who may encounter difficult behaviours or conflict in their daily life.

Course content:

• Why difficulties arise and why people act and react as they do
• Different types and patterns of behaviour
• Identifying individual behaviour styles
• Identifying hidden provoking verbal and non verbal behaviours
• Staying calm and remaining in control
• Building rapport, the key to influencing
• Tactics for diffusing provoking behaviour
• One to one and team conflict
• Choosing your response for different types of behaviour and situations
• Action planning and setting realistic goals for change

Course tutor:

Veronica Wilson

Training method:

Workshop – questionnaires, partner and group exercise, demonstrations and practice, discussion and evaluation.

Course outcome/qualification:

PTC Certificate of Attendance.

Pre-requisite knowledge/qualification:

None.

Recommended follow-up course:

Managing Stress in the Workplace.