Managing Difficult People

A�1 day training course for managers

This course is of direct use to managers who have to manage difficult people in the regular course of their work. It could be someone they are managing directly or a team member whose behaviour is affecting others. The 'difficult person' could be external to the organisation or may be a colleaugue or senior individual within it. Tools and techniques will be introduced during the�course that can be practised and used in the workplace.

Feedback from recent courses:-

"The course built confidence in dealing with difficult situations. It taught us how to look at our own behaviour and how that could affect a situation. Overall, the course was very effective and I have since put alot of the steps into practice. Well worth attending."

Jane Williams, Call Centre Manager and Trainer, Office for National Statistics

"An excellent one day course put together and presented in a very professional way.Great work by Carol and her team !! "

Tom Airlie, Manager, Scot Trout Ltd

Who should attend

Managers who consider anyone in their team to be 'difficult', and HR managers who are looking to learn best practice in this area.

Purpose of course

To provide managers with:

Insight into what makes some people more difficult to manage than others
Awareness of their own behaviour drivers and triggers and how they impact on the situation
Active practice of tools and techniques which delegates can take
away and use to deal with difficult people more effectively.

The course will provide a safe and supportive environment that will be reflective and active.� Case studies and practical exercises will be used to demonstrate theories behind the causes of difficult behaviour and our own preferences and reactions.

Key Benefits of the course

Develop more insight into different types of challenging behaviour
Understand what makes some people and situations more difficult to manage
Gain greater understanding of our own part in the dynamic and how we can use that more effectively
Learn to look at situations with more objectivity and detachment and to deal with them more calmly
Increase adaptability, flexibility and confidence and acquire a stronger sense of being in control
Distinguish between what you can control and what you can't
Change previously unsuccessful responses to more effective ones
Identify your sources of support and realise you are not alone!
Learn how to set mental boundaries and manage your energy more effectively

Course Content

Defining the issue

Moving from looking at the person to the behaviour
Understanding different types of difficult behaviour
Highlighting which types of behaviour we personally find difficult to manage
Recognising the business impact of 'people problems' - reasons for tackling the issue

Understanding the dynamics

Looking at our own behaviour and its impact on the situation
Exploring triggers, responses and payoffs
Exploring a variety of techniques for dealing with different types of behaviour

The organisational context

Looking at organisational culture
Defining your support systems, procedures and networks
Real-life case studies

Managing your own reactions

Dealing with stressful situations - keeping your sanity
Managing ongoing and unexpected situations with difficult people
Building confidence
Learning how to leave the stress at work

Confident communication

Using body language confidently
Using assertive language
Negotiation and 'win-win'
The value of coaching skills - active listening and effective questioning to get to the root of the issue

Taking action