Dealing with Difficult People

OBJECTIVES:

By the end of the course, delegates will be able to:

1. Understand why people are difficult
2. Use a number of techniques to approach a problem
3. Recognise the different characteristics of difficult people
4. Defuse negative situations
5. Communicate more effectively all types of people
6. Maintain your confidence and self image

PROGRAMME:

• Who are your difficult people?
• Why people are difficult
• How to handle difficult people
• Dealing with intimidators
• Dealing with back stabbers and put downs
• Communicating with poor communicators
• Defusing negative personalities
• Controlling anger
• Dealing with recurring problems
• Maintaining your confidence and self image

METHODOLOGY

The course will include theory, tutor led discussion, practical exercises and syndicate work. (NB. CCTV may be used if required)

DURATION

1 day