| DEALING WITH DIFFICULT PEOPLE |
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| Course Aim |
| The expectations and pressures we face every day can sometimes make working with colleagues and customers more difficult. This results in negative, threatening or even aggressive behaviours in the way they deal with us. |
| Unresolved conflict and disagreement due to these difficult behaviours can be one of the major contributory factors to poor performance in the workplace. |
| This course will look to enable delegates to identify, effectively manage and deal with those difficult and negative behaviours and thus lead to harmony, confidence and self respect for the individual. |
| Course Objectives |
| By the end of this course delegates will be able to: |
| • Explain what causes difficult behaviour and how to manage them |
| • List how people create problem behaviours in themselves before they speak |
| • Detail how to spot the triggers for difficult behaviour and how to 'nip them in the bud' |
| • List common difficult people and establish methods to deal with them |
| • List successful ways to deal with difficult behaviour and ensure you are using them |
| • Describe how to say 'NO' in an okay way |
| • Explain how to deal with aggression |
| • Turn around and deflect behaviours that drain away your energy |
| • Deflect despair and apathy effectively to avoid depressive atmospheres |
| • Identify manipulative behaviour and deal with it quickly |
| Course Content |
| Course content includes: |
| • Understanding why people are difficult |
| • The triggers for difficult behaviour |
| • Self perception – recognising the impact you have on others |
| • People at work – identifying the differences |
| • Motivation – motivating difficult staff |
| • Potential needs of customer's organisation |
| • Difficult Behaviour – identifying the types of people and types of behaviour and how to take action |
| • Communicating confidently and assertively |
| • Conflict resolution |
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| How the course works |
| Delegates are given a clear understanding of how to identify difficult staff and how to motivate them to achieve positive results. It will also allow delegates to assess their own impact in the workplace and how their behaviour and attitude can affect others. |
| Case studies and workplace scenarios will be used to put these observations into practice during the course. |
