Description
Having to deal with difficult people, whether they be managers, co-workers or clients, can lead to staff members feeling demoralised, de-motivated and stressed. This course will look at ways of assessing the problem, trying to understand why the other person is being difficult and how to resolve such situations.
What you will learn
By the end of this workshop, you will:
- Have an understanding of why some people are “difficult”
- Be able to identify different types of “difficult” behaviour
- Understand their own communication style and how that might contribute to “difficult” situations
- Identify ways to defuse, deflect or deal with situations where people are being difficult
- Able to state their own position in an assertive, non-confrontational way
- Have identified coping mechanisms for themselves.
Themes Covered
- Different styles of difficult behaviour
- Exploring methods to deal with the different styles
- Addressing the problem rather than the personality
- Assessing your own communication style
- Listening skills
- Win/win outcomes
- Looking from the other person’s perspective
- Body language
- Using questioning techniques
- Coping strategies
020 7375 7300
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