Dealing with difficult People

Dealing with difficult People

  • Country: United Arab Emirates

  • City: Abu Dhabi

START DATE: 15 Sep 2019

END DATE: 16 Sep 2019

UNIT:

  • COURSE TYPE: HR

  • COURSE ID:



Registration

Dealing with difficult People

 

Target Audience

The dealing with difficult people course gives delegates a valuable insight into why people behave in challenging ways. The training develops effective strategies and techniques to deal with difficult people and behaviour at work.

 

In addition, we also provide dealing with difficult customers training for people who experience difficult behaviour from their clients.

 

Course Aim

The aim of this training is to provide individuals with the skills and strategies to enable them to address difficult behaviour in the workplace. The course provides delegates with the opportunity to work on their own work situation, where they want to handle the bad behaviour more effectively. This enables them to leave the training equipped with some effective, practiced strategies for achieving a more successful outcome.

 

Course Objectives

By the end of this one day training course, the participants will have:

=         Considered the causes of challenging behaviour

=         Recognised different behaviour types and how to deal with them

=         Learnt techniques to deal with difficult or angry people

=         Delivered feedback assertively

=         Identified the best strategies for addressing a current difficult behaviour

 

Course Overview

=         Understanding behaviour and what makes behaviour difficult

o    What is behaviour

o    Current behavioural challenges

o    What causes difficult behaviour

o    Factors affecting our behaviour and how attitudes are formed

o    Communication misunderstanding

o    Presentation, small group exercise, facilitated group discussion

 

=         Building a toolkit for dealing with difficult behaviour

o    Introducing the ‘Difficult Behaviour’ Toolkit

o    Current behaviour management strategies and techniques

o    Facilitated group discussion

=         Different behaviour types and how to deal with them

o    Appreciating the impact of the different styles of behaviour on each other

o    Strategies for responding to different behaviour styles

o    Resolving conflict in a constructive way

o    Facilitator presentation, small group exercise, facilitated group review

=         Using assertive communication

o    Steps to becoming more assertive

o    Using assertive language

o    Finding ways of saying ‘no’

o    Importance and impact of our non-verbal language

o    Facilitator demonstration, pairs exercise, Metaplanning exercise and facilitated group review

 

=         Handling and defusing conflict and emotions

o    Our reactions to conflict and difficult behaviour

o    Conflict styles questionnaire -Thomas Kiln Model

o    Summary of conflict styles

o    Defusing difficult emotions, particularly anger

o    Individual questionnaire, presentation, pairs practice exercise, facilitation

=          Giving Constructive Feedback

o    Importance of feedback

o    Guiding principles for giving feedback

o    Group exercise, presentation, pairs practice exercise