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How to Handle Difficult People

Short course

In Glasgow ()

Save 6%
£ 430 VAT inc.

Description

  • Type

    Short course

  • Class hours

    6h

This course will help attendees: Become more confident in the face of angry or demanding behaviour. Deal with manipulation and put-downs. Get better results from uncooperative team members. Identify their own 'difficult' behaviour. Improve their relationship skills. Persuade or influence rather than confront. Work more productively with colleagues they find difficult. Suitable for: Managers at all levels who are faced with challenging behaviour in the workplace. This course deals mainly with strategies for dealing with difficult colleagues.

About this course

Suitable for managers and staff at all levels. While the strategies and techniques can be applied to any situation, the day focuses on the needs of people dealing with difficult colleagues more than customers or members of the public.

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Course programme

The day will help develop new communication and problem-solving strategies and tactics, and discuss commonly encountered difficult situations and ways to handle them constructively to minimise the impact of difficult behaviour. Participants will also be able to discuss their own ‘worst case scenarios' in a supportive environment with insight and guidance from the course leader.

Specific content includes:

  • What makes people difficult?
  • The seven most difficult ‘characters'
  • Dealing with people you dislike
  • Separating impact from intent
  • Creating a working relationship
  • Handling our own emotional responses
  • The three ‘C's
  • Aggressive types who impose their views
  • Deflating angry outbursts productively
  • When superiors are difficult
  • Dealing with a blamer, tactics for sarcasm
  • Countering negativity, overcoming resistance
  • Countering to the ‘victim' stance
  • Acknowledge but don't argue
  • When to stop communicating
  • Keeping cool at all costs
  • Making an ally of an adversary
  • Dealing with dissent and disagreement
  • Preparing ‘Plan B'What to do if all else fails

How to Handle Difficult People

£ 430 VAT inc.