Dealing with Difficult People

Doctrina Training & Consultancy Ltd

Short course

In Belfast City

£ 275 VAT exempt

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Description

  • Type

    Short course

  • Location

    Belfast city (Northern Ireland)

  • Duration

    1 Day

  • Start date

    Different dates available

bsp;  Removing the ‘bars’ to our effectiveness
·         The 6 step process
·         Controlling emotions – separating emotions from facts
·         The power of visualisation
·         The power of ‘strokes’

Important information

Documents

  • Dealing with Difficult People.pdf

Facilities

Location

Start date

Belfast City (County Antrim)
See map
Fisherwick Place, Great Victoria Street, BT1 6DY

Start date

Different dates availableEnrolment now open
Different dates availableEnrolment now open

About this course

This course will provide participants with an opportunity to:

• Increase their understanding of human behaviour and its effects on others
• Employ established communication skills to deal effectively with difficult behaviour
• Develop specific strategies and actions for dealing with difficult behaviour and promoting harmonious working relationships

Our course is ideal for anyone who encounters difficult people in your workplace. It is also ideal if you want to build or improve on your skills and confidence with difficult people

No Minimum requirements

You will recevie a Certificate of Attendance after completion of the course.

Once you have enquired, we will contact you via email or by telephone. We will forward the course outline together with a booking form for completion. Confirmation details will be sent together with an invoice close to the course date.

Questions & Answers

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Reviews

Subjects

  • Conflict Management
  • Decision Making
  • Negotiation Skills
  • Persuasion Skills
  • Conflict Resolution
  • Problem Solving
  • Basic Skills
  • Difficult People
  • Confidence Training
  • Visualisation
  • Behavioural intervention techniques

Teachers and trainers (1)

Unconfirmed Unconfirmed

Unconfirmed Unconfirmed

Unconfirmed

Doctrina's Training & Consultancy Ltd scope of trainers all have extensive knowledge and experience of delivering Customer Care training to the private and public sector as well as the voluntary sector.

Course programme

Course objectives and introductions

Understanding behaviour

· Recognising the components of difficult behaviour

· Understanding the pay-offs which accompany difficult behaviour

· The impact of work behavioural styles on working relationships

· An introduction to transactional analysis

Useful communication skills for dealing with difficult behaviour

· Gaining the right perception – using the right questions and listening

· Paraphrasing to avoid misunderstandings

· The effective use of feedback without making the situation worse

· The subtleties of non-verbal’s

Practical strategies for dealing with difficult people

· Removing the ‘bars’ to our effectiveness

· The 6 step process

· Controlling emotions – separating emotions from facts

· The power of visualisation

· The power of ‘strokes’

Case-studies

· Participants will have an opportunity to role-play relevant situations to their particular needs during the course.

Additional information

We can also deliver this course onsite.

See related categories

Dealing with Difficult People

£ 275 VAT exempt

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