Dealing with Difficult People

Dealing with Difficult People

We all have to deal with “difficult people at work”. By understanding the potential causes of tension, learning how to communicate assertively, listening effectively and using clear strategies we can improve how we react to the people we find difficult. It is often much more straightforward than we think. It is said that there is no such thing as difficult people – just people we haven’t learnt how to deal with yet.

Course format

This interactive workshop is based on individual and group activities will enable delegates to understand why some people are difficult and help to move towards managing them effectively.

Course Content

• What makes people “difficult”
• Eight types of difficult people at work and how to deal with them
• Using the Prime Directives looking at three critical factors in establishing trust
• Conflict Handling Styles - looking at the five most common conflict handling styles
• Role Play dealing with the Prime Directive and Conflict handling
• Barriers to Listening Effectively – Learning to Listen Properly
• Reacting to Difficult People
• Case Study – looking at the techniques and how you use them in a real work situation
• Negotiating positive outcomes – some quick tips on negotiating and how to apply them
• Initiating Action With Difficult People – developing the stages and techniques
• Building Confidence and Competence
• Action Plans

Time: 09:30 – 16:30