Dealing With Difficult People, The George, Tuesday, 12. November 2019

Wherever you work you will always find difficult and obstructive people.
I guarantee that you will meet a small percentage of people who are rude and sometimes aggressive. They might be colleagues or they might be clients.
So how do you deal with difficult people?

Dealing With Difficult People
This training day will uncover tried and tested techniques that will help you to deal with the most difficult situations.
You'll get greater insights into why people act in a certain way. And you'll learn how to amend your own behaviour in order to get the best possible outcome.
This course will teach you how to stay calm and in control, avoid making things worse, defuse the situation, and importantly to let it go at the end of the day.

What Does It Cover?

This course will develop your ability to:

Understand what triggers difficult or aggressive behaviours
Is it you? Understand how your own behaviour and attitudes can affect and influence the behaviour of others
Why do they do it? Be empowered by understanding theory behind difficult behaviour
Learn the power and importance of listening as a tool to neutralise negativity
Distance yourself from personal remarks and remain professional at all times
Ensure personal safety at all times
Practise confidently and assertively saying ‘no’ when you are unable to say ‘yes’
Learn how to manage emotions, opinions and facts
Become aware of your body language and learn how to use it quickly and effectively
Learn why and how to avoid shying away from 'confrontation'.
Increase your confidence to deal with difficult behaviour
Be able to identify the drivers of difficult behaviour
Avoid exacerbating a situation, especially when you are 'in the right'
Create easy access to a bank of ideas and appropriate things to say
Ensure you can retain your sanity AND get the job done.

Who Is This Course For?
It's not an exaggeration to say that this course is for everyone, because along the way, at some point, every single one of us is going to have to deal with that difficult person.
This course is ideal for those people looking for ways to minimise the possibility of conflict and to deal with it calmly and effectively if it does occur.
It is great for people who know they would benefit from learning simple but effective persuasion techniques and easy to implement scripts and models for de-escalating situations.
It is ideal for those people who, once a difficult situation has passed, suffer by re-playing the event in their mind's eye, over and over, again and again. This course addresses the psychological after-effectsof an aggressive incident.

Tuesday, 12. November 2019, The George, Dealing With Difficult People

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