Working With Difficult People

Learn the skills to succeed with others1 Day - On Request

Being able to successfully work with others is an essential business skill. Unresolved difficulties with bosses, colleagues, customers or staff reduces your personal effectiveness. This participative programme looks at the types of difficult people and situations that can occur and sets guidelines for managing them effectively. As such it is suitable for everyone whose success is related to working closely with people.

Description of Course

In a very interactive and practical style, this course takes delegates through the proven ways of managing difficult people and situations. Perhaps just as important are the techniques given on the course for reducing or even eliminating the causes of conflict. The techniques of communicating and working with "difficult people" are covered in detail. The course is run with small numbers allowing time to discuss individual cases and to explore solutions to very difficult problems. Each delegate will leave the course with an action plan specific to their situation.

Programme Contents

Difficult People
- Who Are They?
- Why they are Difficult
- How To Stay Calm
Relationships at Work
- Understanding Differing Personalities
- Expectations and Work Ethics
What Constitutes a Conflict?
- Elements of a Conflict
- The Costs of Conflict
Working with Difficult People
- Using the Stimulus-Response Technique
- 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 Plan