Managing Difficult People Training Course

solving attitude and motivation problems at work1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.

Course Overview:
The ability to manage people we find "difficult" can have a significant effect upon our productivity and motivation. This participative programme analyses the types of difficult people in order to provide delegates a greater understanding of difficult personality types. The course sets clear guidelines for managing those situations. There are practical exercises throughout the day to enhance delegates skills to deal with difficult people.

Programme Contents

What Constitutes a Difficult Person?
Relationships at Work
- Understanding Differing Personalities
- Expectations and Work Ethics
Difficult People
- Who Are They?
- Why they are Difficult
- How To Stay Calm
- Changing Behaviour
Communicating with Difficult People
- Giving and Receiving Criticism
- Making and Refusing Requests
- Responding with Confidence and Composure
- Addressing Hostility and Aggression
The Chameleon Technique
- Using Your Body Language
- Words to De-escalate and Win
- Timing the Communication
A Checklist for Solving People Problems
Case Studies
Delegate Action Plans