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 un-co-operative 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 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, 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 others and would benefit from a more assertive and confident approach.

Maximum Number of Delegates

Eight

In-House Delivery Option Available

Yes

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

£464.13 (£395 + VAT) per Delegate.

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

Excellent all round and I felt very comfortable and at ease to discuss my problems and concerns. Very supportive and informal enviroment in which to relax and communicate. Many thanks.

Administrator - UK Higher Education Research Office

It was a privilege to have a 1-1 course and it was very enjoyable. I came away with a much more positive outlook and a determination to put as much as possible into active use. Thank you!

Office Administrator - UK Tourism Organisation

My boss is a difficult person to deal with and I really had no idea what to do. This course has allowed me to examine his motivation and understand why he does what he does. I have applied the techniques I heard and have to say that they have worked. I am now able to deal with him and his outbursts in a more productive manner. I no longer feel responsible for his actions and as a result we have a far better working relationship.

Office Administrator - UK Security Company

If you only attend one training course this year, attend this one.

Senior Manager - Printing Company

One of the outlines described my difficult person so accurately that I went back to work, used one of the techniques and solved the problem on the spot. Worth the course fee just for that.

Senior Administrator - European Banking Organisation

The whole day was just great. David is a great presenter and really knows his subject. I learned a lot and will try to put it into practice. I would happily recommend this course to anyone.

Marketing Executive - UK Pension Provider