HANDLING DIFFICULT PEOPLE AND SITUATIONS

COURSE OBJECTIVES

Deal with conflict situations promptly with minimal disruption to the essential tasks at hand.
Approach people problems with increased confidence and an enhanced understanding of the reasons behind colleagues' behaviour.
Forge positive working relationships with individuals who might previously have been viewed as difficult or un-co-operative.
Develop an enhanced understanding of the factors that motivate and de-motivate your colleagues.
Overcome negative or aggressive behaviour.
Adopt a confident, professional and appropriate behaviour style when faced with difficult people or situations.

COURSE DESIGNED FOR

PAs, secretaries, administrators, office managers, supervisors etc. who have experienced difficulties when dealing with difficult people and situations, and would benefit from a more assertive and confident approach.

COURSE DURATION

One Day

MAXIMUM NUMBER OF DELEGATES

Eight

IN HOUSE DELIVERY OPTION

Yes

COURSE CONTENT

This handling difficult people and situations training course will deliver the following:

Developing Your Understanding of Behaviour ~
People and behaviour
An introduction to Transactional Analysis
Encouraging others to break non-productive work behaviour styles
How your behaviour affects others and vice versa
Recognising the different factors which influence an individual's motivation

Interpersonal Skills and Assertiveness ~

Adopting an assertive approach to your relationships with others
Being positive - avoiding personality clashes
Building harmonious and open working relationships
Communicating with colleagues at all levels within your organisation

Dealing with Difficult People ~

Why are some people difficult?
Dealing with people who are aggressive, cynical or obstructive
Identifying and dealing with the underlying causes of 'difficult behaviour'

Dealing with Difficult Situations ~

Typical situations you may face at work and ways of dealing with them
Dealing with situations and events rather than personalities
Adopting an appropriate approach in a variety of situations
Overcoming the pre-conceived ideas and attitudes of others - looking for positive outcomes

Role Plays - Dealing with Others Effectively ~

During the course delegates will be able to role-play situations appropriate to their current development needs. Emphasis will be placed on making these role-play scenarios relevant to the real life working experiences of delegates