Skills for Dealing with Difficult People at Work

Skills for dealing with difficult people at work

Different Types Of Difficult People - And Why They Behave As They Do

Delegates will learn how to make sense of the difficult people they work with and how they fall within clearly identified categories, providing the first step in managing their behaviour. Different types of difficult people covered include:

• Autocratic dictators
• Passive aggressive types
• Soothing delayers
• Back stabbers
• Constant fault finders
• Constant criticisers

Be Empowered By A Problem Solving Approach

Delegates will learn a positive problem solving approach to dealing with such people which will provide new strategies and increase confidence to deal with them. A range of general techniques will be demonstrated and described which have both preventative value as well as offering a positive approach to dealing with difficult behaviour when it occurs.

Staying Calm While Dealing With Difficult People

Often, knowing what or even how to deal with a difficult colleague is not enough. When we are confronted by them our worry, fury or self-doubt prevents us from behaving in the way we know we should. In this course delegates will have the opportunity to explore different ways of keeping calm whilst tackling the difficult people they come into contact with at work.

Strategies For Dealing With Difficult People

In addition to the general techniques outlined above, delegates will learn effective specific ways of dealing with different types of difficult behaviour, as well as a number of techniques for 'neutralising' the impact of such behaviour. From this, they will develop an action plan they can return to the workplace with and put into effect.

Course Outline:

09.45 Registration & refreshments
10.00 Introduction
10.15 Defining different types of difficult people
10.45 Identifying the problem
11.15 Refreshments
11.30 Discovering the other person's motivation
12.15 Useful strategies for dealing with difficult people (1)
13.00 Lunch
14.00 Useful strategies for dealing with difficult people (2)
15.15 Refreshments
15.30 Preparing yourself and learning how to stay calm
16.15 Plenary
16.30 Finish