Dealing Effectively with Difficult People - In-house

GBC Learning & Development

Course summary

1 day

Nationwide

Next available date: Inquire for pricing and dates - United Kingdom

5.0 (2 Reviews)

GBC Learning & Development

Corporate Training for Teams

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Course description

Dealing Effectively with Difficult People - In House

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

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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

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 & 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...

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