Managing Difficult People

Description
"People are not difficult, however their behaviour can be." This workshop is designed to help you successfully negotiate those difficult interactions and seemingly impossible situations which if not handled effectively, can cause misery, frustration and ultimately affect performance. The course will provide practical guidance, skills and confidence to deal effectively with those difficult behaviours.

Program
Course objectives/key benefits:
On completion delegates will have:
· A greater understanding of why people act and react as they do
· An increased repertoire of skills to deal with difficult behaviours of others.
Who the course is aimed at:
Employers, employees and private individuals who want to improve their communication skills and handle the difficult behaviours they encounter.
Course content:
· Why difficulties arise and why people act and react as they do
· Different types and patterns of behaviour
· Positive language and non-verbal behaviour
· Tactics for diffusing difficult situations
· Choosing your response for different types of behaviour
· Staying calm and dealing with negative emotions e.g. anxiety, apprehension
· The assertive option
· Building rapport, the key to influencing
· Action planning
Course tutor:
Veronica Wilson
Training method:
Workshop - questionnaires, partner and group exercise, demonstrations and practice, discussion and evaluation.
Course outcome/qualification:
PTC Certificate of Attendance.
Pre-requisite knowledge/qualification:
None.
Recommended follow-up course:
Managing Stress in the Workplace - available on an in-company basis.