Dealing with Difficult People

Who is this course for?

Difficult people are not deliberately difficult. They are fulfilling a need in themselves, conscious or otherwise. Behind every stubborn viewpoint, criticism, or complaint is a want for something to be balanced. Handling difficult people is accepting that this person has a differing viewpoint to you, for very good reasons of their own. It is important to put this person’s wants and needs into words which provide both you and them with an understanding of why things seem difficult. To then show that you are with them on the journey as long as they consider your proposals as well. This course prepares the delegate for that objective and covers anyone from Directorship level to the Shop Floor.

Benefits

Following this workshop participants will be able to:

• Understand other people’s behaviour patterns
  
• Raise levels of self-awareness
  
• Prevent problems escalating by becoming more aware
  
• Negotiate solutions rather than partition blame
  
• Boost courage to deal with difficult situations responsibly
  

You and Your Identity

Who are you? Why is the other person difficult?
Describing yourself - How do others see you?
Presenting external behaviours
Are you visually, analytically or emotionally orientated?
Recognising other people’s behaviour patterns: why they operate as they do

Changing Mindsets

Letting them make the decisions
Matching needs
Giving and receiving feedback the right way
Motivating others to change
Listen to your intuition, not your old patterns

Techniques for Change

What happens when you act carelessly, carefully or caringly?
Ken Pierce’s Five Fabulous factors
Engendering respect between you
Uncovering hidden drives: The Gestalt of Seeing what you and the other person are unconsciously doing
Handling conflictual premises
The Requisites for Planning anew: What will you do?
Asking yourself why in a positive way, without criticism, judgment

Being big enough to handle what you learn

Using body language and self-control appropriately
Are you prepared to hear the truth?
How do you help others realise what their motivations are? (The values driving their behaviour)
Remaining detached whilst being empathic
Becoming more assertive
Helping you both to come to solutions

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch

Lunch is provided at a local restaurant or pub. Browse the sample menus:

• Bloomsbury
• Limehouse
• Southwark

Breaks and timing

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Joining information (how to get to our venues)

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered by qualified trainers online.