Dealing With Difficult People - 26th June 2019

This course demonstrates how to effectively neutralise problem situations in the workplace. A mixture of direct teaching, interactive sessions and group discussions will be used to help delegates to fully demonstrate their learning.

Using practical activities to relate the subject matter to their own situations so delegates take away tools and actions they can immediately implement.

Course Content

  • Define what difficult behaviour is
  • Differentiate between the person and the behaviour, and talk about examples
  • Recognise the possible reasons behind the difficult behaviour
  • Looking at the Behaviour Iceberg, Belief / Behaviour Cycle to identify why we behave as we do
  • Covering the 4 Intents – how does this affect our behaviour and how can we manage this in others?
  • Looking at the link between what we see and how we react
  • How we communicate – how our style can escalate the situation
  • Assertiveness – stating our position whilst avoiding conflict
  • Analysing different approaches to dealing with different types of difficult individual

Delegates will be supplied with a folder of the workshop materials, and develop their own action plan to implement and review.

Duration – Registration 8:45am for a 9.00am start. Approximate finish 4:30pm

Location – Epsilon House, West Road, Ransomes Europark, Ipswich, Suffolk, IP3 9FJ. Car parking is available.

Cost – £140 + VAT per delegate includes refreshments, lunch, and Customer Service Skills attendance certificate.

 * Group Discount – eligible for bookings of two or more *

For full details or to book your place please contact Bianca on 01473 276170 or email bianca.mccarthy@sos-hr.co.uk.