Dealing with Difficult People

Who should attend

Anyone who wants to gain some insight into why people behave in challenging ways and learn strategies for dealing with difficult behaviour in a professional and confident manner.

Course Objectives

By the end of the course participants will be able to:
 Demonstrate greater self-awareness, skills and confidence when dealing with difficult people
 Recognise different People Styles and know when and how to ‘flex’ own style
 Evaluate different options for dealing with difficult people and choose best one
 Use a range of assertiveness techniques for dealing with different situations
 Apply the principles of Transactional Analysis to improve interpersonal communication

Course Content

 Defining what ‘difficult’ means to different people and being wary of ‘labels’
 Possible causes and effects of difficult behaviour
 Assessing own abilities and effectiveness at dealing with difficult people
 Considering Karpman’s Drama Triangle
 Exploring People Styles and how clashes can come about
 Awareness of own triggers and responses
 Options for dealing with conflict along with pros and cons
 Seeing issues from the other person’s perspective
 The art of self-control and avoiding escalation of the problem
 Essential steps when faced with having difficult conversations
 Using assertiveness techniques to defuse aggression and gain co-operation
 How to give constructive feedback relating to behaviour
 Introduction to Transactional Analysis (TA)
 Practical exercises and mini case studies relating to difficult ‘types’ and situations
 Personal action notes

To book your place or for more information, call us on 0131 625 7151, or complete the form below:

Leadership and Management Courses

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Course Location

This course will be run at the Edinburgh Training and Conference Venue, which is situated in the centre of Edinburgh, just 5 minutes walk from Waverley Station and close to major bus routes, including the airport bus. Discounted parking is available at the St John's Hill NCP Car Park. Our training rooms are light and spacious, all are air conditioned with natural daylight.

Complimentary breakfast and lunch will provided, as well as tea and coffee throughout the day. If you've got any special dietary requirements just let us know, ideally in advance, and we will be pleased to cater for them. Our team will be there on the day to make sure everything goes smoothly. If there's anything you need please ask, because "If we Can we Will".

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