Dealing with Difficult People
This one-day course explores key elements of how to deal with difficult people and situations in the work place. It explores how to manage tricky situations with 'customers', colleagues and volunteers with practical tips and tools.
Course Aims
- Increase confidence when dealing with difficult situations
- Develop professionalism when encountering difficult people
- Improve effectiveness in managing problems
- Maintain good practice in all transactions with colleagues and third parties
Course Objectives
- Explore behaviour and its effects on others
- Review the three main behaviour types
- Develop effective communication skills
- Discuss ways to manage difficult situations
Course Programme
- Introductions and housekeeping
- Understanding behaviour types
- Communication skills
Assumptions and misunderstandings
Positive and negative feedback
Listening and questioning - Building Rapport
- Dealing with difficult situations
- The way ahead
Course Duration
Up to 6.25 hours (i.e. 10am to 4:15 pm)Including breaks and 40 minutes for lunch
Up to 6.25 hours (i.e. 10am to 4:15 pm)
Including breaks and 40 minutes for lunch
This course is suitable for
- In-house 'face to face' training
- In-house online training ('Live' using Zoom)
- In-house 'face to face' training
- In-house online training ('Live' using Zoom)
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Course Fees
Type of delivery
half day
full day
per place
Face to face traning
-
£700
-
online training
-
£700
-
Training costs include:
Course delivery, training materials, handouts, evaluations and certificates up to 14 participants
Travel & Overnight costs
Travel costs may apply for any booking over 80 miles charged at 45p per mile or actual costs of alternative methods of travel. Overnight costs are based on individual hotel bookings and reasonable subsistence costs dependent on location conditions, applicable at the time.
