Managing Difficult People and Dealing with Conflict

Course Description:

“People are not difficult, however their behaviour can be,” and whilst conflict can be healthy, problems can arise when it is not dealt with effectively.

This workshop is designed to help you successfully negotiate those difficult interactions and seemingly impossible situations which if not handled effectively, can cause misery, frustration and ultimately affect performance. This practical workshop will also explore how and why conflicts arise and how conflict can be prevented. This course will provide practical guidance, skills and confidence to deal effectively with those difficult behaviours.

Course Objectives/Key Benefits:

• A greater understanding of why people act and react as they do
• Identified appropriate responses to difficult behaviours
• Developed techniques for handling negative emotions
• A greater understanding of what constitutes conflict and why it occurs
• Effective strategies and increased confidence for dealing with difficult behaviours and resolving conflict

Who the Course is Aimed at:

Employers, employees and private individuals who want to improve their communication skills and handle the difficult behaviours or conflict in their daily life.

Course Content:

• Why difficulties arise and why people act and react as they do
• Different types and patterns of behaviour
• Identifying individual behaviour styles
• Identifying hidden provoking verbal and non verbal behaviours
• Staying calm and remaining in control
• Building rapport, the key to influencing
• Positive language and non-verbal behaviour
• Tactics for diffusing provoking behaviour
• One to one and team conflict
• Choosing your response for different types of behaviour and situations
• Action planning and setting realistic goals for change

Entry Requirements:

None

Course Progression:

Managing Stress in the Workplace

Training Method:

Workshop - questionnaires, partner and group exercise, demonstrations and practice, discussion and evaluation

Further Information:

This course is offered by the Professional Training Centre

PTC Enquiry Line: (01206) 712727