Dealing with Difficult People

Duration 1-day

At one time or another, everyone has to deal with irate, rude, impatient, persistent, or aggressive people. They include complainers, unreasonable and irresponsible people, hostiles, passive aggressive people who give either too little or too much information, sarcastic people, those who use the silent treatment, upset people who use foul language, and others with whom we experience difficult interaction.

This one-day workshop presents useful techniques that help all employees to "keep their cool" in a wide variety of difficult situations. It outlines the successful elements of dealing with difficult situations and difficult people of all types—whether they are customers or colleagues.

On completion of this course participants will be able to manage aggression at work or at home and have the ability to define acceptable and unacceptable levels of behaviour. The course will allow delegates to develop an awareness of verbal and non-verbal indicators of aggression, comprehending ethnic, cultural and gender differences. They will also develop an assertive framework for dealing with aggression and have the chance to practise defusion skills and techniques to build confidence and reduce stress in difficult situations.

Course Content

Defining Aggression
Acceptable and unacceptable levels of behaviour
Causes of aggression
Understanding our own behaviour and its effect on others
Verbal and non-verbal indicators of aggression
Ethnic, cultural and gender differences
Developing an assertive communication style
Defusion techniques
Assessing risk – policies and procedures

Assertiveness
The course was just the right length; my attention was kept throughout the course. Carolyn is a very good trainer who is interested in delegates own situation

Port of Felixstowe

Corporate Telephone Techniques
Very Knoweldgeable. Brought group out of their shell.

Prospects Training Solutions

Introduction to HR
Very interesting course. I enjoyed discussing some of the case studies and subjects. Carolyn (the trainer) was very informative.

Anglia Care Trust