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Training Course Summary:

This course provides a practical guide on how to handle difficult people and situations effectively. Delegates will learn how to understand other people’s behaviour and how to react assertively when faced with difficult, aggressive or uncooperative people. Those who attend this course will have an opportunity to discuss their own experiences and learn how to be positive and assertive in a variety of different work situations.

By the end of this course you will be able to:

Deal with conflict situations promptly with minimal disruption to the essential tasks at hand.
Approach people problems with increased confidence and an enhanced understanding of the reasons behind colleagues’ behaviour.
Forge positive working relationships with individuals who might previously have been viewed as difficult or uncooperative.
Develop an enhanced understanding of the factors which motivate and demotivate your colleagues.
Overcome negative or aggressive behaviour.
Adopt a confident, professional and appropriate behaviour style when faced with difficult people or situations.

Who Should Attend:

Suitable for PAs, secretaries, administrators, office managers, supervisors etc. who have experienced difficulties when dealing with others and would benefit from a more assertive and confident approach.

Training Course Overview/Content:

People and behaviour
An introduction to Transactional Analysis
Encouraging others to break non-productive work behaviour styles
How your behaviour affects others and vice versa
Recognising the different factors which influence an individual’s motivation
Interpersonal Skills and Assertiveness

Adopting an assertive approach to your relationships with others
Being positive - avoiding personality clashes
Building harmonious and open working relationships
Communicating with colleagues at all levels within your organisation
Dealing with Difficult People

Why are some people difficult?
Dealing with people who are aggressive, cynical or obstructive
Identifying and dealing with the underlying causes of ‘difficult behaviour’
Dealing with Difficult Situations

Typical situations you may face at work and ways of dealing with them
Dealing with situations and events rather than personalities
Adopting an appropriate approach in a variety of situations
Overcoming the preconceived ideas and attitudes of others - looking for positive outcomes
Interactive Sessions and Group Work - Dealing with Others Effectively

During the course delegates will be able to participate in interactive sessions.
Emphasis will be placed on making these role play scenarios relevant to the real-life working experiences of delegates.
Personal Development

Formulating an action plan