Managing Difficult People and Situations

Course Objectives

• Identify difficult people and understand their challenging behaviours
• Recognise different behaviour types and how to deal with them
• Identify the root causes of conflict and how to deal with them
• See conflict as a type of communication
• Deal with their own and other people’s anger
• Counter negativity with positivity

Target Audience

• Business owners
• Managers, supervisors and team leaders
• Customer service personnel
• Those who want to improve their interpersonal communication and work environment by learning how to deal with difficult people and situations

Methodology

This stimulating programme will maximise understanding and learning through lectures, case studies, group discussions, role plays, practice sessions and written exercises.

Course Modules

Module 1: What Motivates Difficult People
Module 2: Anticipating and Preparing for Confrontation and Conflict
Module 3: Sharpening Your Interpersonal and Communication Skills
Module 4: Handling and Defusing Conflict and Emotions