Presentation Style: Tutor-led Classroom
Duration: 1 Day
Course Time: 09:30 - 16:30hrs
Course Location: Northampton
Cost: Public Courses: £225 + VAT per delegate, £195 each + VAT for two delegates on the same day (call for group discounts)
Closed Courses: please enquire

 

Target audience

Suitable for anyone that wants to be more confident and professional when dealing with difficult or challenging people or situations at work. Whether dealing with customers, colleagues, or managers, this course will provide you with the skills and knowledge to develop better working relationships with challenging people.

 

Course Content

Challenging People
  • What makes a person difficult?
  • Recognising what difficult behaviour is
  • How, by understanding behaviour, we can modify other people’s style
Communication Skills to Improve Relationships with Challenging People
  • Paraphrasing to avoid assumptions or misunderstandings
  • Using feedback in both positive and negative context
  • Listening and questioning skills to get the true perception of the situation show confidence and gain control
Three Different Behaviour Types
  • Clarifying the difference between aggressive, assertive and passive behaviour
  • Recognising the effects of each type on self and others
  • Tips towards assertiveness
Building Rapport
  • Being aware of the differences between you and others – and how to ‘bridge the gap’
Dealing with Difficult Situations
  • Situations at work that may arise – highlighting practical ways to deal with them
  • Dealing in fact and behaviour – not emotion and personalities
  • Using positive language and a positive approach to influence outcomes

 

Additional Information

  • Buffet lunch included and free parking (only for courses held at Paradise Training Centre)
  • Joining instructions will be sent prior to attending the course