Course Duration  - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you. Please call 043 722 2383 for details, or email us for more information

Course Overview:

• The ability to manage difficult situations in the workplace can have a significant effect upon productivity, motivation and the retention of personnel. When difficult situations are left unattended, the repercussions can be very costly. This course covers the difficult situations that delegates face in their workplace and examines how they can be managed to achieve effective outcomes. The course is highly participative drawing from the views of the delegates, who will leave the course with a plan to implement in the workplace.

Programme Contents

• What Constitutes a Difficult Situation?
• Relationships at Work
• Understanding Differing Personalities
• Expectations and Work Ethics

Difficult People

• Who Are They?
• Why they are Difficult
• How To Stay Calm
• Changing Behaviour

Communicating with Difficult People

• Giving and Receiving Criticism
• Making and Refusing Requests
• Responding with Confidence and Composure
• Addressing Hostility and Aggression

The Chameleon Technique

• Using Your Body Language
• Words to De-escalate and Win
• Timing the Communication

A Checklist for Solving People Problems

Case Studies

Delegate Action Plans