Training workshops and learning programmes

Managing Difficult People

AIM
To develop practical techniques and skills to enable delegates to handle difficult and potentially confrontational situations with confidence in order to achieve business results.

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

Examine and identify their own preferred management style and understand how that can impact on people's ability to meet organisational standards
Adopt an appropriate style of behaviour to handle difficult people and deal with confrontation confidently
Utilise specific communication skills that help control difficult situations
Use a range of motivational strategies to maximise people's performance
Improve the performance of teams through effective delegation.

AGENDA
Session One	Welcome and Introduction • Workshop aim and objectives • Tutor and delegate introductions • Icebreaker exercise
Session Two	Relationships • Group exercise • Feedback and tutor de-brief
Session Three	Handling Difficult Situations Group discussion to identify difficult situations encountered and types of difficult people. Tutor input and group discussion to explore techniques for handling difficult people.
Session Four	Understanding behaviour and its effects • What makes a person difficult? • Recognising difficult behaviour • How do we modify behaviour?
Session Five	Personal Impact and Influencing Skills • Self assessment of own managerial style • Group discussions • Tutor debrief
Session Six	Communication Skills That Help Deal with Difficult People • Listening skills • Questioning techniques • The use of feedback • Non-verbal communication • Case study exercises • Tutor debrief
Session Seven	Review of Day One Objectives Workshop close

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