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