Dealing with Difficult People - 24th September 2024
The course will be delivered by a professional and PTLLS qualified trainer and will demonstrate how to effectively neutralise problem situations in the workplace. 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: 8.45am registration for 9.00am start to 4.30pm.
Location: Epsilon House, West Road, Ransomes Europark, Ipswich, Suffolk IP3 9FJ with onsite car parking.
Car park: Available at no additional charge, your vehicle will need to be registered with Reception on arrival.
Cost: £144.50 + VAT per person.
Delegates are asked to bring their own lunch and further joining instructions will be sent following booking.
If you have any questions or would like to book onto the above courses, please email us on info@sos-hr.co.uk , call us on 01473276170 , or complete the form below:
