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The world may be enriched by diversity, but at times we may all wish that everyone else could behave like us. When people are ''difficult'', we may struggle to cope with them. This practical approach to handling difficult people situations will help you to develop coping and managing strategies to defuse unpleasant situations, negotiate calm and feel better about your relationship with the difficult person. This one-day interactive workshop is for anyone wishing to learn more about handling difficult situations with people, whether within or outside the workplace, whether face to face or on the telephone. Presenter: Keith Tanner Programme details 0845 Coffee and Registration 0900 Welcome, domestics, introductions and ground rules 0915 Understanding others'' subjective experience ?Creating rapport with difficult people ?Face to face and telephone techniques 0930 Assertive, aggressive and submissive behaviours ?Characteristics of assertive, aggressive and submissive people ?Understanding behavioural trends in you and others ?Managing differences in behaviour between you and others ?Being assertive 1000 Basic transactional analysis ?Recognising ego states (parent, adult, child) ?Understanding and managing transactions between you and others ?Bringing everything to an Adult level ?Strokes, stamps and redefining 1045 Break 1100 Influencing difficult people non-verbally ?Anchoring emotional states in others ?Engaging disengaged people ?Forcing others to focus ?Calming angry people ?Eyes, touch and proximity ?The quiet approach - influencing through silence 1145 The language of influence ?Positive and negative language ?Embedded commands ?False linkages ?Change of verb tense 1230 The fine art of listening ?Active listening ?The danger of making assumptions 1245 Lunch 1330 Personal power ?Internal and external power ?Falsely attributing power to others ?How to increase your apparent power 1400 Verbal self-defence ?Ways of saying ''no'' ?Dealing with criticism from others ?Fogging 1430 Keeping cool under fire ?Inducing a state of calm ?Anchoring a calm state in ourselves 1500 Break 1515 Giving difficult feedback ?Making difficult feedback work first time 1545 Dealing with different types of difficult people ?Recognising and managing 17 types of difficult behaviour ?The ten commandments of confrontation 1620 Review and evaluation 1630 Close Key Benefits ?Recognise and manage 17 types of difficult behaviour ?Learn how to deal with criticism from others ?Discover how give difficult feedback ?The ten commandments of confrontation ?Adopt an assertive approach without being aggressive or submissive Delivery methods We use a variety of accelerated learning techniques to help our delegates to learn more readily, recall their learning more effectively, and apply it in their real day-to-day working situations. The course is intensive, practical and great fun. The techniques used will help you understand how a small change in approach can yield a very different outcome in managing difficult situations. Keith Tanner is a Director of his own consultancy that specialises in management and behavioural skills training and development. Keith''s client portfolio includes large corporate clients, public sector agencies, and national charitable trusts as well as many small businesses and developing social enterprises. An award-winning author, Keith brings elements of linguistics, NLP, psychology and therapeutic techniques into his training to create a motivational approach to behaviour and communication skills training.

The world may be enriched by diversity, but at times we may all wish that everyone else could behave like us. When people are ''difficult'', we may struggle to cope with them. This practical approach to handling difficult people situations will help you to develop coping and managing strategies to defuse unpleasant situations, negotiate calm and feel better about your relationship with the...

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