DEALING WITH DIFFICULT PEOPLE
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.
Organise an in-house private course
This is the way most organisations choose to work with us. You get to choose the workshop, nominate who you want to sit the session and fix a time and date that suits everyone. We do the rest – even down to tweaking the training to match your specific needs. All we need is a bit of information about you so click the organise button to get the ball rolling.
| Price | From £799 per session |
One-to-one training
Just you and the trainer’s undivided attention. Some people prefer to sit our courses on their own. Click the button to tell us a bit about yourself and suggest a date.
| Price | From £399 per session |
Coaching and mentoring
Maybe you don’t want or need a full training course but would like a little help. Or maybe you’d like a lot of help. Either way coaching and mentoring could be the answer. Tell us more and we’ll be in touch.
| Price | £199 for first hour, £99/hr thereafter |
Self-guided courses
| Price | £19.99 |
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 course 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.
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, you 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.
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"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."
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