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Training Course Summary:

This programme will provide participants with a greater insight into why people are difficult, which can then be used as the basis for more effective management.

Who Should Attend:

Managers, leaders, supervisors or anyone who deals with difficult people in the work environment.

Training Course Overview/Content:

Introduction & Objectives

Types of Behaviour
• Who are difficult people?
• Why are they difficult?
• Fundamentals of conflict

Identifying aggressive types
• Levels of aggression
• Main causes of aggression
• Personality types

Dealing with your own anger
• How do you express yours?
• Identifying effective ways of expressing your anger
• Understanding your main causes of conflict

Essential skills for dealing with difficult people and conflict
• Listening and questioning techniques
• Giving and receiving feedback
• Developing assertiveness techniques
• Negotiating a realistic outcome
• Verbal and non-verbal communication

A step by step approach
• Staying calm
• Challenging without damaging
• Motivating staff

Taking responsibility for difficult people
• Positive resolution of problems
• Pre-empting difficult situations
• Create a checklist for solving people problems

Review of Programme