MANAGING DIFFICULT PEOPLE
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Other Management Training courses
| Managing in a Matrix |
| Foundation Management Development Programme |
Who Should Attend:
Those with direct responsibility for the management/supervision of other staff. The programme is relevant for all levels of management.
Benefits:
Learners will gain increased confidence and competence in their ability to manage the daily performance of their staff. They will have produced an action plan for achieving their stated objectives.
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Further Details
Objectives:
By the end of the workshop delegates will be able to-
· Identify the main causes of negative behaviour
· Handle specific issues such as anger, conflict and aggression
· Gain increased confidence in the use of the key skills Questioning, Listening, Feedback and Assertion
· Manage people in a positive manner through generating mutually acceptable outcomes and ‘new behaviour’
CONTENTS:
· Delegate and tutor introductions
· Delegate objectives
· What do we mean by negative behaviour?
· Possible causes of negative behaviour
· “Have they always been difficult?”
· Causes of inter-personal/organisational conflict
· Introduction to Cause and Effect analysis
· The Key Skills - Questioning, Listening, Empathy, Rapport, Body Language, Assertiveness
. Planning your meeting
· Action Planning/implementing/monitoring with employee
· If all else fails?
· Discussion of delegate issues
· Exercises, case studies, skills practice
. Delegate Action Planning
· Course review and evaluation
Duration: 1.0 day
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
