Dealing with Difficult People

Aims:

To enable candidates to deal with situations involving people who are perceived to be difficult. Situations including management/supervision and customer/suppliers are included in the range of difficulties covered by the course.

Objectives:

By the end of the course candidates will be able to:

· Describe the characteristics of situations in which people can be perceived as being difficult

· Identify the need for skills for listening and gaining understanding

· Identify the need for assertion and when to apply it

· Be aware of processes for dealing with actual and potentially difficult situations

One Day Course Programme

The course is designed to help delegates recognise and deal with difficult situations through the use of active listening and assertive behaviour. The differences and similarities of management and customer situations are explored and candidates have the opportunity to practice the process and skills through role play. Video clips are also used as part of the course.