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Dealing with Difficult People

Course Synopsis

This training course develops skills for managing and dealing with difficult people and behaviour in a business environment. You will gain insights into what constitutes difficult people, difficult employees and bad behaviour. You will increase your skill and knowledge in managing positive and negative behaviour and ultimately increase your effectiveness in handling those difficult and challenging situations.

Target Audience

In house training for individuals wishing to acquire an insight into why people behave in difficult ways and develop strategies and techniques to deal with difficult people and behaviour at work.

Course Objectives

To enable participants to:

  • Consider the causes of difficult behaviour
  • Recognise different behaviour types and how to deal with them
  • Consider the effect of their behaviour on others
  • Learn techniques to deal with difficult or angry people
  • Practice a 6-step approach to deal with difficult behaviour
  • Deliver feedback assertively

Programme Topics

  • Types of difficult behaviour
  • Effects of behaviour
  • Anger management
  • Dealing with difficult behaviour
  • Giving feedback

Methods

  • Trainer presentation and input
  • Individual and small group exercises
  • Group discussion
  • Workbook summarising how to deal with difficult people

Where we Work

We deliver in-house dealing with difficult people training to companies across the UK including the following locations:

  • London and the South East
  • Cambridge
  • Norwich and East Anglia
  • Leeds and Bradford
  • Oxford and Swindon
  • Manchester and the North West
  • Southampton and Bournemouth
  • Birmingham and the Midlands
  • Nottingham
  • Bristol
  • Cardiff and South Wales
  • Exeter and the South West
  • Newcastle
  • Glasgow and Edinburgh, Scotland

Note: Training courses are also offered in other UK cities and regions.

In-house dealing with difficult people training courses
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Excellent trainer, very well organised, good materials and well structured. Linda took the time in a break to go through some ways to cope with customer scenarios – an unexpected and very appreciated plus.

Dawn Clinch

Stonehouse Electronics