Conflict Resolution Skills: Dealing with Difficult People (For all staff) (1 day)

Overview

Effective teamworking and harmonious relationships are essential to the productivity of any organisation. Internal and external pressures - work or home-related - can result in people being rude, impatient, aggressive or uncooperative.

This 1-day course provides practical techniques to help you handle difficult and potentially confrontational situations confidently and effectively

This training may be available onsite; please contact us if you are interested.

Audience

All those who want to be more confident and professional when dealing with difficult 'people' situations at work - customers, colleagues or supervisors.

Skills Gained

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

• use your increased understanding of human behaviour and its effect on others
• utilise specific communication skills that help control difficult situations
• identify passive, aggressive and assertive behaviour - and the effect of this behaviour on others
• adopt an appropriate style of behaviour to handling difficult people.

Course Outline

Understanding behaviour and its effects

• what makes a person difficult? Recognising difficult behaviour
• an introduction to transactional analysis
• how, by understanding behaviour, we can modify other people's style

Communication skills that help deal effectively with difficult people

• paraphrasing to avoid assumptions or misunderstandings
• using feedback in both positive and negative contexts
• listening and questioning skills to get the true perception of the situation, show confidence and gain control

Three different behaviour types

• clarifying the difference between aggressive, assertive and passive behaviour
• recognising the effects of each type on oneself and others

Dealing with difficult situations

• situations at work that may arise - highlighting practical ways to deal with them
• dealing in fact and behaviour - not emotion
• using positive language and a positive approach to influence outcomes

Action planning.