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 practical workshop 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.
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
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!
To find out what other people think about this workshop click here to read their comments..
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.
We're sorry, the course youíve chosen isnít running as an open workshop at the moment but you can either register your interest and weíll let you know when itís back on, or ask to have it delivered in-house (see below).
Ask about in-house options
If you have more than a few staff to train, want to tailor the content to your exact organisational needs, prefer the privacy of one-to-one training, or simply want the flexibility of choosing a date and, for our face-to-face workshops, venue that suits you, then this is a great and, in most cases, cost-effective alternative to our public sessions.
From £999 per day (or per hour)*
* Please note the rate depends on workshop type and duration. You may pay even less than the price shown for shorter sessions.
Book an in-house workshop
If you're ready to order an in-house workshop and you want to use our secure, online booking system then click on the order in-house button below. You'll get a chance to let us know your preferred date at the next step.