Handling Difficult People and Situations
Handling Difficult People and Situations - Course Outline
Handling difficult people and situations is one of the most stressful aspects of the modern working environment. This handling difficult people and situations training course provides a practical guide on how to handle difficult people and situations effectively and ensure successful outcomes. Delegates will examine aspects of human behaviour and review their options when faced with difficult, aggressive or uncooperative people. This course provides delegates with an opportunity to discuss their own experiences as well as those of others in a safe and supportive environment.
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 uncooperative.
Develop an enhanced understanding of the factors that motivate and de-motivate your colleagues.
Overcome negative or aggressive behaviour.
Adopt a confident, professionaland 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 othersand would benefit from a more assertive and confident approach.
Course Content
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 preconceived 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
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