Further Details
Who Should Attend
Anyone facing problems with difficult team members, customers, suppliers or managers; those seeking to become better communicators.
Benefits to You and Your Organisation
By the end of the Workshop, participants will be able to:
• Understand the reasons for difficult behaviour and the effect it has on others
• Recognise the characteristics of awkward people
• Choose and develop skills to de-escalate difficult situations
• Use communication techniques more effectively so as to stay in control
• Deal more effectively with difficult situations and difficult people
• Stand up for themselves
Workshop Contents
• Difficult People: Who are they? Types of Difficult People and Behaviour; Why are they Difficult?
• Responses to Difficult People: How to Stay Calm; Changing Behaviour; Different Personality Types
• Techniques to Win Co-operation: Using your Body Language; Words to De-Escalate; Giving and Receiving Feedback in a Constructive Manner; Respond with Confidence and Composure
• Using Confrontation Positively: Achieve Your Goals and Help Others Grow; Avoid being Manipulated; Handle Personal Attacks and Aggression
• Exercises: Role-Play situations appropriate to Delegate Needs
Guide price
£349 + VAT |
