Course Options: 1 Day, Half Day, Twilight

Recommended Max People:
25

Full day from:
£980.00 + VAT to £1280.00 + VAT

Half day from:
£780.00 + VAT to £980.00 + VAT

Add additional participant for as little as £33.00 + VAT per person per day

Please Note:
Course costs are based on 15 participants

This course can be tailored to your individual requirements

Dealing With Difficult People

The workshop is designed for people who wish to improve their skills in handling difficult people in challenging situations. It will provide an opportunity to develop more effective strategies and skills necessary for dealing with hard-to-handle people. The workshop includes a review of the components of interpersonal communication including advanced listening and questioning skills. It also explores our understanding of the causes and symptoms of conflict and identifies our own preference for dealing with conflict. Finally the course explores strategies to manage conflict.

In addition, specific guidelines for handling objections will be explored. Applications of these skills and techniques to specific situations generated by participants will be discussed and addressed. Problem situations and their solutions will be role-played in small groups.

This is a highly practical workshop and participants learn through a range of training approaches including short demonstrations, skills practice, reflection and discussion.

Course Overview

The workshop is designed for people who wish to improve their skills in handling difficult people in challenging situations in the workplace. It will provide an opportunity to develop more effective strategies and skills necessary for dealing with hard-to-handle people. It explores our understanding of the causes and symptoms of conflict and strategies to manage conflict.

Course Objectives

At the end of the workshop participants will be able to:

  • Pre-empt challenging situations and avoid escalating them further.
  • Recognise personality types with which they may clash.
  • Handle aggressive behaviour more effectively.
  • Calm angry, upset and unresponsive individuals.

Detailed course outline and session time table

Session 1

  • Introductions and overview of the day
  • Identifying ‘difficult’ situations
  • Review of the components of interpersonal communication including advanced listening and questioning skills

Session 2

  • Identifying the causes and symptoms of conflict and identify our own preference for dealing with conflict
  • Thomas Killman model self assessment questionnaire

Session 3

  • Exploring strategies to manage conflict
  • Developing guidelines for handling objections
  • Application of objection handling skills and techniques to specific situations generated by participants

Session 4

  • Role – play difficult situations and their solutions.
  • Action planning
As part of our quality assurance policy, and to ensure courses are always up to date we reserve the right to update alter and improve courses without prior notice in order to encompass any emerging changes in legislation, framework, or government guidance.

Tutor information and feedback

Tutor:

Garry specialises in leadership and management development, team development and executive coaching. His industry experience is wide-ranging and includes telecommunications, defence, transport, construction, leisure, central and local government, pharmaceuticals, education and the finance sectors. Garry has delivered a range of training workshops including performance management training in the education, charity, local authority and rail sectors. He has also provided team development and time management training. He has carried out 1:1 coaching with senior managers to help them improve performance and make career decisions. Garry has an MBA and is a member of the Chartered Institute of Personnel & Development and of the Association for Coaching. He held senior positions with GEC, Marconi and Cable & Wireless where he led the implementation and delivery of leadership development programmes across the globe. Garry also has significant experience in line management roles.

Feedback:

  • “I thought the role-plays were excellent and I specifically liked the Thomas-Kilmann conflict mode instrument. The trainer was very knowledgeable and was very easy to understand what he was trying to achieve.”
  • “Garry was amazing, very helpful and had time for each and every one of us”.
  • “It was excellent- no need for improvement.”
  • “Found the role play and discussion activities very useful and thought provoking. Although I don’t like role play, it was very helpful to act out situations in a small supportive group.”
  • “Very informative”.
  • “All of it was useful, in particular the practical activities. Handouts will be useful for my team…Feel I can return to work with a very positive attitude”.
  • [Strongest features of the training] “Learning to be able to step back and think before I rush into a situation which could cause conflict….I do not normally like role play but felt happy in this situation”.
  • “Good discussions and activities – chances to talk and share experiences. Good content and presented well”

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