DEALING WITH DIFFICULT PEOPLE 

Do you find all your energy is spent on managing one difficult person?

Would you like to know how to deal effectively with a difficult manager, colleague or patient?

Would you like to feel more confident when dealing with conflict in a group?

          

Introduction

At work we all face different types of people, some are more of a challenge than others.

This course provides practical techniques to assist people in handling difficult people and situations confidently and effectively

         

The Objectives

Participants will be able to:

  • Interpret difficult behaviours and relate these to possible causes

  • Explain the motivators and payoffs that people achieve from their aggressive or passive behaviour

  • Recognise different working styles and their strengths and weaknesses

  • Identify the triggers to difficult behaviours

  • Apply strategies to deal effectively with difficult people and difficult situations

  • Suggest action plans and solutions for their own scenarios

                

Brief content

Introduction and objectives

  • Group work identifying difficult behaviours and possible causes

  • Understanding perception

  • Beliefs, values and behaviour

  • Assertiveness and expressiveness behaviours (building up the model)

  • Four working styles - strengths and weakness exercise

  • Self assessment – ‘It’s a matter of style booklet’. Questions and feedback

Recognising others behaviour

  • Recognising others - exercise

  • The value of other styles strengths - exercise

  • The motivators and payoffs that people achieve from their aggressive or passive behaviour

  • Behaviours under stress understanding ourselves and others

  • Identify the triggers to difficult behaviours

  • Own examples

Strategies to manage difficult people

  • Four Styles – defining their expectations and then adapting for a win win

  • Managing difficult people, highlighting practical ways to deal with them

  • How to deal with aggression and how to deal with indifference etc

  • Apply strategies to deal effectively with difficult people and difficult situations

  • Skill practice with own scenarios

  • Suggest action plans and solutions for their own scenarios

Method of Training

Our courses are highly participative with delegates working from a workbook, linked with group activities and role-play, as appropriate. 

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