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
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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Contact info
GBC Learning & Development
Reviews
Average rating 5
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