Dealing with Difficult People

 Course: HTA09010

THIS ONE DAY COURSE IS FOR:

those who come into contact with “difficult”, angry or aggressive people in the course of their work, and would like to gain an insight into where these behaviours come from and how to deal more confidently and positively with such situations

THIS COURSE IS DESIGNED TO HELP YOU:

understand the nature of difficult behaviour, including anger and aggression, and how to deal confidently with these in a constructive & professional way. It will increase your personal awareness of how and why you respond in the ways you do to certain situations, and help you manage your own reactions.

THIS COURSE WILL GIVE YOU:

the skills to take control of difficult situations using a range of constructive communication skills and diffusion techniques; and will help you develop rapport quickly with people and improve your self-confidence & personal awareness

COURSE OBJECTIVES:

  • Understand why some people are “difficult”, where anger and aggression come from, how they escalate, and how they can diffuse angry or aggressive situations
  • Enhance your personal power when dealing with difficult people
  • Take control of difficult situations to achieve ‘win-win’ solutions with others
  • Develop rapport quickly with others to maintain a caring, personal & professional approach
  • Identify & practise a range of positive interpersonal skills to deal with stressful, work-based situations & communicate with greater impact
  • Handle situations successfully by dealing with and giving feedback in a constructive, motivational way
  • Improve your own confidence and self-esteem using positive thinking techniques