Spearhead Training > In-company Management > Managing Difficult People Training Course

Managing Difficult People Training Course
solving attitude and motivation problems at work

ONE DAY WORKSHOP

The ability to manage difficult people in the workplace can have a significant effect upon productivity, motivation and the retention of personnel. It can be extremely costly. This participative programme analyses the types of difficult people in order to provide delegates a greater understanding of difficult personality types. The course sets clear guidelines for managing those situations. There are practical exercises throughout the day to enhance delegates skills to deal with difficult people.

Programme Contents

• What Constitutes a Difficult Person?
• Relationships at Work
- Understanding Differing Personalities
- Expectations and Work Ethics
• Difficult People
- Who Are They?
- Why they are Difficult
- How To Stay Calm
- Changing Behaviour
• Communicating with Difficult People
- Giving and Receiving Criticism
- Making and Refusing Requests
- Responding with Confidence and Composure
- Addressing Hostility and Aggression
• The Chameleon Technique
- Using Your Body Language     
- Words to De-escalate and Win  
- Timing the Communication      
• A Checklist for Solving People Problems   
• Case Studies
• Delegate Action Plans