Course Details

This dealing with difficult people course is aimed at those, who by the nature of their role need to recognise what difficult behaviour is. By understanding this they help to improve the organisations business so that they modify other peoples styles to help make them more effective and efficient.

Benefits to you

Delegate’s will gain an understanding of

Recognising what difficult behaviour is

Listening and questioning skills

Using positive language and a positive approach to influence

Course Contents

What makes a person difficult

Recognising what difficult behaviour is

Understanding behaviour, we can modify other people’s style

Paraphrasing to avoid assumptions or misunderstandings

Listening and questioning skills

Clarifying aggressive, assertive and passive behaviour

Recognising the effects of each type on self and others

Tips towards assertiveness

Dealing with difficult situations

Dealing in fact and behaviour – not emotion and personalities

Using positive language and a positive approach to influence

Who should attend?

Managers, supervisors team leaders who through their roles need to deal with difficult people

What's Included

Light refreshment’s

buffet lunch

course notes