Dealing with Difficult People
Dealing with Difficult People - Outline
This Dealing with Difficult People course will cover the following modules:
Module 1: Introduction to Dealing with Difficult People
- What is conflict?
- Types of conflict
- What are difficult people?
- Types of difficult people
- Methods of dealing with conflict
- Escalating specific levels of conflict
Module 2: Skills needed in Conflict Resolution
- How to implement conflict resolution methods
- Behaviours needed for conflict resolution
- Conflict resolution approaches – win/win vs compromise
- Responses to conflict
- Creating different responses to conflict
- Converting conflict into opportunity
Module 3: Assertive Behaviour with Difficult People
- Assertive behaviour
- Non-assertive behaviour
- Aggressive behaviour
- Benefits of being assertive
- Working towards solving the problem, not attacking the person
- Assertive in different types of conflict situations
Module 4: Effective Communication Techniques
- Non-verbal communication
- Listening is key
- Tips for approaching and communicating with difficult people
Who should attend this?
This Dealing with Difficult People training course is designed for individuals who would like to learn how to deal with conflict within their workplace. This course would be especially useful for managers of all types as it is important to ensure that conflict situations are dealt with in order to produce effective teamwork.
Prerequisites
There are no prerequisites for enrolling on this Dealing with Difficult People training course, therefore it is open to everyone.
What’s Included?
Delegates will be provided with:
- The Dealing with Difficult People Manual
- Training Instructor
- Certificate
