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Handling People and Difficult Situations

Course_Reference: 
HFHDP
Manufacturer: 
0
Training_Provider: 
23
Summary: 

This course provides a practical guide on how to handle difficult people and situations effectively. Delegates will learn how to understand other people’s behaviour and how to react assertively when faced with difficult, aggressive or uncooperative people.

Audience: 

PAs, secretaries, administrators, office managers, supervisors etc. who have experienced difficulties when dealing with others and would benefit from a more assertive and confident approach.

Objectives: 

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

  • Deal with conflict situations promptly with minimal disruption to the essential tasks at hand.
  • Approach people problems with increased confidence and an enhanced understanding of the reasons behind colleagues'' behaviour.
  • Forge positive working relationships with individuals who might previously have been viewed as difficult or uncooperative.
  • Develop an enhanced understanding of the factors, which motivate and demotivate your colleagues.
  • Overcome negative or aggressive behaviour.
  • Adopt a confident, professional and appropriate behaviour style when faced with difficult people or situations.

Developing Your Understanding of Behaviour

  • People and behaviour
  • An introduction to Transactional Analysis
  • Encouraging others to break non-productive work behaviour styles
  • How your behaviour affects others and vice versa
  • Recognising the different factors which influence an individual’s motivation

Interpersonal Skills and Assertiveness

  • Adopting an assertive approach to your relationships with others
  • Being positive - avoiding personality clashes
  • Building harmonious and open working relationships
  • Communicating with colleagues at all levels within your organisation

Dealing with Difficult People

  • Why are some people difficult?
  • Dealing with people who are aggressive, cynical or obstructive
  • Identifying and dealing with the underlying causes of ''difficult behaviour''

Dealing with Difficult Situations

  • Typical situations you may face at work and ways of dealing with them
  • Dealing with situations and events rather than personalities
  • Adopting an appropriate approach in a variety of situations
  • Overcoming the preconceived ideas and attitudes of others - looking for positive outcomes

Interactive Sessions and Group Work - Dealing with Others Effectively

  • During the course delegates will be able to participate in interactive sessions. Emphasis will be placed on making these role play scenarios relevant to the real-life working experiences of delegates.

Personal Development

  • Formulating an action plan

Description: 

This course provides a practical guide on how to handle difficult people and situations effectively. Delegates will learn how to understand other people’s behaviour and how to react assertively when faced with difficult, aggressive or uncooperative people.

Keywords: 
Handling People,Handling Difficult Situations,understand behaviour,interpsonal skills and assertivness

Software Vendor

IT Technical

Business Skills