Dealing With Difficult People

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Dealing With Difficult People

This seminar is relevant for any team manager. Developing effective communication techniques is central to managing the most common types of challenging behaviours. Using various typical workplace scenarios we provide you with practical skills you can employ when handing difficult situations and dealing with challenging interactions.

Key Content Areas

  • Your duty of care and reducing the risk of litigation
  • What makes people difficult? :
  • Recognisable characteristics and emotional patterns that cause difficult behaviours
  • Identification of poor personal communication styles that make people difficult to deal with.
  • Having ”that” discussion: Listening skills, summarising and framing a response
  • Skilled defusing of pressure situations : Assertive versus aggressive
  • Responding in a positive and constructive way to difficult scenarios such as
  • Outrage, anger and emotion
  • Blame and sarcasm
  • Manipulation and put-downs
  • Countering negativity and overcoming resistance
  • Make an ally of an adversary
  • The key skills of effective communication to improve relationships and build cohesive teams.
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