Benefits to you
- Understand the reasons for difficult behaviour and the affect it has on others
- Recognise how your own behaviour can influence and affect others
- Develop measures to deal with difficult situations, conflict, and difficult people
- Becoming a skilled communicator and influencing the behaviour of others
- Applying negotiation and mediation skills
- Handing disciplinary action with confidence
Who should attend?
Individuals facing conflict with difficult team members, managers, customers and suppliers.
Content to include
- Dealing with difficult clients
- Dealing with difficult supervisors
- Dealing with difficult co-workers
- Dealing with difficult subordinates
- One-stop-shop problem solving (with people, issues and situations)
- Finding mutually-agreeable solutions
- Enhancing personal and business relationships
- Assertiveness training
- Effective communication technique
- Playing the ‘Scientific Doctor’
- Understanding personalities
- Behavioural responses and types
- Transactional Analysis
- Saying ‘No’
- Handling conflict
- Delivering critical feedback
- Approaches to conflict resolution
- Case studies and role-plays
- Working with a professional actor in tailored case studies
