Further Details
Is it right for me?
If you are looking to develop a more confident approach when dealing with difficult situations, this course will give you the tools and techniques you need.
What will I learn?
By the end of this course you will be able to:
Understand the theory behind workplace behaviour.
Forge positive working relationships with difficult or uncooperative individuals.
Approach conflict situations with increased confidence in an appropriate and timely manner.
Adopt a confident, professional and appropriate style when faced with difficult people or situations.
Plan your personal strategy for dealing with difficult situations.
Pre-course Activity
To gain the maximum benefit from the course, you will be sent a pre-course questionnaire to complete which asks you to consider current expectations. This will help you set the context of the course and the information you provide will be used on the day as part of the course activities.
What will it cover?
Developing an Understanding of Behaviour
Understand why people behave the way they do
Emotional impact of behaviours – yours and theirs
Encouraging others to change non-productive work behaviour styles
Forging Positive Working Relationships
Adopting a positive approach to your relationships with others
Creating an open and honest working environment through constructive feedback
Managing Difficult People
Recognise negative and aggressive behaviour patterns
Understand and manage the situation rather than the person
Identifying and dealing with the underlying causes of difficult behaviour
Adopting a Confident, Professional and Appropriate Style
Managing feedback on the impact of personal communication
Recommendations to build a confident and professional approach
A tool kit to be combined and adapted to suit your individual situation
Planning Your Personal Strategy
Develop a Personal Application Plan
Testimonial
Beverley Scott, Receptionist
BTG PLC
This course was very interesting and beneficial, with lots of useful advice and handy tips. It was also presented very well by the tutor.
Guide price
£529 + vat |
