Dealing with Difficult People

Overview

The “Dealing with Difficult People" workshop provides participants with the skills and strategies to enable them to deal with difficult behaviour in the workplace.  Attendants will have the opportunity to work on their own work situations, enabling them to practice the strategies they have learned  for achieving successful results.

"When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion, creatures bristling with prejudice, and motivated by pride and vanity."

Topics

• Behaviour and what makes behaviour difficult:

  • What is behaviour?

  • Current behavioural challenges.

  • Causes of difficult behaviour.

  • Factors that affect our behaviour and attitudes.

  • Communication misunderstanding.

  • Exercises and discussion.

• Dealing with difficult behaviour:

  • Difficult Behaviour Toolkit.

  • Behaviour management strategies and techniques.

  • Group discussion.

• Behaviour types and how to deal with them:

  • Impact of styles of behaviour on others.

  • Strategies for responding to different behaviour styles.

  • Resolving conflict constructively.

  • Exercises and discussion.

• Using assertive communication:

  • How to become more assertive.

  • Using assertive language.

  • How to say NO.

  • Importance and impact of non-verbal language.

  • Exercises and discussion.

• Handling and defusing conflict and emotions:

  • Our reactions to conflict and difficult behaviour.

  • Thomas-Kilmman Instrument, TKI.

  • Summary of conflict styles.

  • Anger management and diminishing difficult emotions.

  • Conflict Mode questionnaire and Group exercises.

• Giving constructive feedback:

  • Importance of feedback.

  • Guidelines for giving feedback.

  • Exercises and discussion.

• Practice sessions:

  • Review of Difficult Behaviour Toolkit.

  • Selecting behaviour strategies and techniques for own difficult situation.

  • Group practice session and feedback.

• Action planning and reflection:

  • Individual reflection and action planning.

  • Exercises and course feedback.

Outcomes

Participants, by the end of this workshop, will have:

• Looked at the causes of difficult behaviour.

• Recognised different behaviour types and how to deal with them.

• Learned techniques to deal with difficult or angry individuals.

• Given feedback in an assertive way.

• Determined the best strategies for dealing with difficult behaviour.

Target Audience

The “Dealing with Difficult People" workshop is ideal for individuals who want to know why people behave in challenging ways.  They will develop strategies and techniques to deal with difficult people and behaviour at work. 

Duration

One day.

Investment

Your investment in “Dealing with Difficult People”  will pay off. By combining proven methods with engaging activities, designed specifically for the business environment, you will enjoy a unique learning experience! Please contact us to discuss pricing to run this programme internally for your group or organisation.