HOME
 

Dealing Effectively with Difficult People

GBC Learning & Development
Course summary
1 day
375 GBP excl. VAT
Open / Scheduled
Next available date: 09/01/2020 09:00 - London
Course Dates
London
09/01/2020 09:00 
375 GBP
02/03/2020 09:00 
375 GBP
27/04/2020 09:00 
375 GBP
Guildford
17/02/2020 09:00 
375 GBP
22/05/2020 09:00 
375 GBP
21/09/2020 09:00 
375 GBP

Course description

Dealing Effectively with Difficult People 

By the end of the course you will be able to:

  • Develop communication skills that help deal effectively with difficult or tense situations
  • Recognise three different behaviour types and understand their impact and effects
  • Exercise some key skills and techniques to gain rapport and control of the situation
  • Confidently resolve difficult situations so that no one feels like a ‘loser’
  • Keep your cool under pressure

Suitability - Who should attend?

Anyone who wants to be more confident and professional when dealing with ‘difficult people’ situations at work. Whether dealing with customers, colleagues, supervisors or subordinates – this day will give you practical ways to deal with these tricky situations and gain positive outcomes.

Outcome / Qualification etc.

GBC Learning Course Attended Certificate

Training Course Content

Introduction & Workshop Objectives

  • What are we going to cover today?
  • What brings you here and what do you want from the day ·

Understanding behaviour and its effects

  • What makes a person difficult? Recognising what difficult behaviour is.
  • How, by understanding behaviour, we can modify other people's style.

Communication skills that help deal effectively with difficult people

  • Paraphrasing to avoid assumptions or misunderstandings.
  • Using feedback in both positive and negative context .
  • Listening and questioning skills to get the true perception of the situation, show confidence and gain control.

Three different behaviour types

  • Clarifying the difference between aggressive, assertive and passive behaviour.
  • Recognising the effects of each type on self and others.
  • Tips towards assertiveness.

Building Rapport

  • Being aware of the differences between yourself and others and taking them onboard
  • Developing understanding and techniques to encourage positivity and ‘bridge the gap’

Dealing with difficult situations

  • Situations at work that may arise –  practical ways to deal with existing or emerging issues
  • Dealing in fact and behaviour – not emotion and personalities  
  • Being consistent and persistent
  • Using positive language and a positive approach to influence outcomes

The way forward

  • Taking ideas back to the workplace and putting them into action.

Expenses

Course fees are £375 + VAT per delegate.

GBC offers a 'buy one, get one half price' offer on all courses. Please send us an enquiry for more information. 

In-House Training

GBC can develop customised solutions or deliver off-the-shelf courses in-house for your staff. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

About provider

GBC Learning

GBC Learning & Development - Business training at its best

The trainers at GBC Learning & Development have practical backgrounds and a wealth of experience, in both the business and public sectors. This means they can adapt their training courses to the specific needs of each group, encouraging full participation. GBC...


Read more and show all courses with this provider

Customer Outreach Award

customer-outreach-badge-2019

We believe that it should be easy for you to find and compare training courses. 

Our Customer Outreach Award is presented to trusted providers who are excellent at responding to enquiries, making your search quicker, more efficient and easier, too.

Request info

Fill out your details to find out more about Dealing Effectively with Difficult People.

  Contact the provider

  Get more information

  Register your interest

Contact info

GBC Learning & Development

Salisbury House
EC2M 5QQ London Wall

 Show phone number
www.gbclearning.co.uk


Reviews

Lorna
(4)
I found the course very informative, interactive and have learn life skills that I can use in all aspects of my life.
Nic
(4)
I thoroughly enjoyed myself and it was a excellent presentation without the use of PowerPoint.
Request information

Find out more about this Dealing Effectively with Difficult People course - simply fill out your details:

 
U.K. L&D Report: 2018 - Benchmark Your Workplace Learning Strategy

Are you curious about the L&D strategies of some of the U.K.'s top companies?

Find out what they're up to in findcourses.co.uk's second annual U.K. L&D Report!

uk-ld-report-2019

Learn more

 
Find a course for you!

  Read the course
 summary on this page

 Fill in your details and Request information

 Receive all the info you need

 
Find more courses here