Handling difficult people and situations: extending your skills and confidence
Whether it’s disciplining a colleague or handling a sensitive issue, we all face difficult communications challenges in the workplace. They are unpleasant, stressful and can be very emotionally draining. It’s awful when it’s a customer but can be even worse when it’s a team member or manager.
Our two-day course has been designed to give you the confidence and know how to handle these challenges professionally and positively.
This course will empower delegates to take control of these difficult situations and provide a safe environment to talk openly about the problems they have to deal with. By the end of the session you’ll leave feeling calm and capable, with the tools and practical experience needed to diffuse a difficult situation.
The programme is highly interactive and practical with exercises, self-assessments, group work, case studies and role playing. This two-day course differs from the one-day course as it allows for a deeper exploration of the subject area, including self-assessment exercises and situation role plays.
Contact Us
Contact one of our Training Coordinators on 020 7490 3030, e-mail training@itecskills.ac.uk or through the contact us form for more information and a quote.
Course Details
Course Outline
This two-day training course covers:
- effective listening to resolve problems
- bringing out the best of people at their worst
- communication in a digital aid – pitfalls of phone and email
- persuasion and influence
- handling complaints
- knowing how and when to tackle issues
- what makes people behave in a difficult way
- understanding different types of problem behaviour
- the essentials of good communication
- how to build your confidence and assertiveness
- identifying and dealing with behaviour problems before they happen
- how to ask for a change in behaviour
- managing conflict
- dealing with aggression
- adapting styles of communication to different situations
- how to problem solve and negotiate with difficult people
- a year of free support
This existing one-day course has been extended to two-days by popular request. The additional day allows for more practical exercises and a deeper exploration of this sensitive area, including self-assessment exercises.
All our training courses are delivered virtually. The webinar systems used do not require software download.
Who Is This Course For?
What Will This Course Help Me Do : Learning Outcomes?
By the end of the two days you will not only have a better awareness of yourself in terms of your own behavioural strengths and weaknesses, but you will also have increased confidence in dealing with challenging people, attitudes and behaviour. You will have learnt communication skills such as listening, speaking and assertiveness skills which will help when dealing with difficult team members yet ensuring a harmonious and positive outcome.
