DEALING WITH DIFFICULT PEOPLE face-to-face

Register your interest in a public group session

We understand individuals and small businesses may not have the resources to book an exclusive group or one-to-one session, so we operate a wait list system. Give us you contact details and when enough people have registered their interest we'll be in touch to organise a date. For most sessions you'll be alongside (virtually that is) no more than five other trainees.



Awkward customers. Prickly colleagues. Meddlesome managers. Difficult behaviour can manifest itself in many ways in the workplace. But whoever it comes from, one thing’s for certain: the stress it causes can really hurt - even to the extent of illness and absenteeism. It also takes its toll on productivity and can be extremely time consuming. So, in this virtual training you’ll learn how to deal rationally with difficult people whose behaviour can become demanding and aggressive. Find out how to say no and mean no. Discover how to be more assertive. Develop skills to cope by not taking things personally. And recognise the key stages in conflict escalation.
 
There must be a lot of difficult people in the world because this is one of our best-selling courses. It's aimed at anyone who has to deal with difficult people - clients, partners, staff, management or colleagues - with unrealistic expectations and an over-inflated sense of entitlement, whose behaviour becomes unreasonable, aggressive or demanding.
 
We have developed this four-hour virtual training course, with a break in between, for a maximum of 10 delegates. You can either book to join one of our 'open' courses, where individuals, from different organisations can attend, or you can book an 'in-house' course for your own organisational group.
 
CONTENT
 
By the end of this course, through led discussion, practical and interactive activities, scenario-based learning using case studies, group discussion and individual exercises, those attending should be able to:
  • Identify the different types of difficult behaviour and the source of those behaviours
  • Appreciate the role that conflict plays in dealing with difficult people and recognise the stages in conflict escalation and how reacting [or not, as the case may be] at an earlier stage might help moderate difficult behaviour
  • Develop assertiveness strategies and understand the difference between passive, aggressive and assertive behaviour
  • Practise saying 'no' and meaning 'no' more often, and without feeling guilty and/or repeatedly apologising
  • Learn how to stop taking things personally, to develop emotional intelligence, which leads to resilience, and to ensure your 'locus of control' is within
  • Appreciate the important impact of your personality, and that of others, in dealing with difficult people
  • Develop ways in which to motivate difficult people to moderate their behaviour, by understanding human needs and wants
  • Deal effectively with aggressive people and develop skills for defusing anger and calming people down
  • Successfully handle sarcasm and intimidating comments
  • Recognise appropriate body language to use when dealing with difficult people

FACILITATOR

Sandy Keating leads this workshop. She's an energetic and knowledgeable trainer, with a wealth of practical experience coupled with a strong theoretical background. And she tells us she's never difficult. Ever!

FEEDBACK

To find out what other people think about this workshop click here to read their comments..

IN HOUSE

This workshop is available for in-house delivery which is cost effective if you've got more than a few people who need training with the added advantage that course content can be tailored to your specific organisational needs. Contact the trainer to discuss your requirements.

YOU MAY ALSO BE INTERESTED IN

Mediation skills

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What our clients say:

"An excellent training session, very well run and very engaging. I would go as far as to say probably the best training session I have ever been on."

info@acmtraining.co.uk
01584 890970

ACM Training
Crosshands
Coreley
Ludlow
Shropshire
SY8 3AR

ACM Training is a trading name of Crosshands Limited. Our registered office is at the above address and our registration number is 03136393.

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