Handling difficult people and situations

Course summary

At some stage in our working life most of us will face difficult encounters with employees or colleagues which, if not handled properly, can have serious repercussions for the whole staff team. The ability to positively influence other people - with confidence - whilst maintaining self-respect, is crucial for effective management.



Course outline

This one day training course covers:

• what makes people behave in a difficult way
• understanding different types of problem behaviour
• the essentials of good communication
• assertiveness
• how to ask for a change in behaviour
• managing conflict
• adapting styles of communication to different situations
• how to problem solve and negotiate with difficult people

Who is this course for?

This training course is for anyone who wants to develop their skills in this crucial area of people management.


What will this course help me do: learning outcomes?

By the end of the day you will be more confident when dealing with difficult people and you will be able to look beyond personalities to the real issues in order to resolve problem situations.