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.
Unfortunately this isn’t a skill we’re taught at school or college so often our fear of tackling a difficult team member or a tricky situation lets the problem escalate. 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 course will cover how difficult people think, what they fear and why they act like they do. 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.