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Dealing with Difficult People The Objectives Participants will be able to: Interpret difficult behaviours and relate these to possible causes Explain the motivators and payoffs that people achieve from their aggressive or passive behaviour Recognise different working styles and their strengths and weaknesses Identify the triggers to difficult behaviours Apply strategies to deal effectively with difficult people and difficult situations Suggest action plans and solutions for their own scenarios Brief content Introduction and objectives Group work identifying difficult behaviours and possible causes Understanding perception Beliefs, values and behaviour Assertiveness and expressiveness behaviours (building up the model) Four working styles - strengths and weakness exercise Self assessment - 'It's a matter of style booklet'. Questions and feedback Recognising others behaviour Recognising others - exercise The value of other styles strengths - exercise The motivators and payoffs that people achieve from their aggressive or passive behaviour Behaviours under stress understanding ourselves and others Identify the triggers to difficult behaviours Own examples Strategies to manage difficult people Four Styles - defining their expectations and then adapting for a win win Managing difficult people, highlighting practical ways to deal with them How to deal with aggression and how to deal with indifference etc Apply strategies to deal effectively with difficult people and difficult situations Skill practice with own scenarios Suggest action plans and solutions for their own scenarios Method of Training Our courses are highly participative with delegates working from a workbook, linked with group activities and role-play, as appropriate.

Dealing with Difficult People The Objectives Participants will be able to: Interpret difficult behaviours and relate these to possible causes Explain the motivators and payoffs that people achieve from their aggressive or passive behaviour Recognise different working styles and their strengths and weaknesses Identify the triggers to difficult behaviours Apply strategies to deal effectively with...

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