Course Title: Dealing with Difficult People

Who should Attend:

Those who have to deal with peers, team members, members of the public or anyone who exhibits ‘difficult’ or ‘negative’ behaviour.

Learning Objectives:

By the end of the workshop delegates will be able to:

• Identify the main causes of negative behaviour.
• Identify a range of processes for handling this behaviour.
• Have practised the key skills.
• Deal with the behaviour with increased confidence.

Contents:

• Delegate and tutor introductions.
• Delegate objectives.
• What do we mean by negative behaviour?
• Possible causes of negative behaviour.
• “Have they always been difficult?”
• Causes of inter-personal/organisational conflict.
• Use of Causal Analysis.
• Meeting with the Individual.
• Introduction to Cause and Effect analysis.
• The Key Skills.
• Introduction to Assertiveness.
• If all else fails?
• Discussion of delegate issues.
• Delegate Action Planning.
• Course review and evaluation.

Duration: One day