How to Handle Difficult People
This workshop empowers attendees at all levels by giving them an opportunity to reflect on responses and approaches when faced with another's challenging behaviour.
This event has been rated 
by 28 delegates.
| Date | Venue | Price | |
|---|---|---|---|
| Tue 04 Jun 2013 | Manchester | £460.00* | Sold out |
| Tue 24 Sep 2013 | Birmingham | £460.00* | |
| Thu 07 Nov 2013 | Edinburgh | £460.00* | |
| Wed 20 Nov 2013 | Manchester | £460.00* | |
| Wed 22 Jan 2014 | Birmingham | £460.00* | |
*Two delegates £430.00 per delegate.
Overview
The day will help develop new communication and problem-solving strategies and tactics, and discuss principles and tactics for handling difficult situations constructively, in order to minimise the impact of difficult behaviour. Participants will also be able to reflect on their own ‘worst case scenarios' in a supportive environment with insight and guidance from the course leader.
This course will help attendees:
Become more confident in the face of angry or demanding behaviour
Deal with manipulation and put-downs
Get better results from uncooperative team members
Identify their own ‘difficult' behaviour
Improve their relationship skills
Persuade or influence rather than confront
Work more productively with colleagues they find difficult.
Testimonials
“I wish I'd done this course 20 years ago, at the start of my career”
“Does what it says on the tin, the best event I have ever attended”
“I laughed so much I didn't realise how much I was learning, until later. Thank you”
Specific content includes:
What makes people difficult?
The seven most difficult ‘characters'
Dealing with people you dislike
Separating impact from intent
Creating a working relationship
Handling our own emotional responses
The three ‘C's
Aggressive types who impose their views
Deflating angry outbursts productively
When superiors are difficult
Dealing with a blamer, tactics for sarcasm
Countering negativity, overcoming resistance
Countering to the ‘victim' stance
Acknowledge but don't argue
When to stop communicating
Keeping cool at all costs
Making an ally of an adversary
Dealing with dissent and disagreement
Preparing ‘Plan B'
What to do if all else fa
This course will help attendees:
- Become more confident in the face of challenging or demanding behaviour
- Understand how to deal with repeatedly obstructive or avoidant behaviour
- Stay on track when talking to people who obstruct, change tack or avoid
- Get better results from uncooperative team members
- Identify their own ‘difficult' behaviour
- Improve relationship skills
- Persuade or influence rather than confront
- Work more productively with colleagues they find difficult.
What you'll learn
Specific content includes:
- What makes people difficult?
- Typical and persistent ‘difficult characters'
- Working with flair, confidence and peace of mind
- The three key skills for any difficult situation
- Creating a working relationship
- Relationships; the DNA of an organisation
- The three ‘C's
- Systemic vs personal behaviour problems
- How labelling behaviour limits our responses
- Understanding the outcomes you want
- Tactics for people who impose their views
- Strategies for responding to angry demands
- What to do about people who constantly find excuses
- Dealing with a blame, tactics for sarcasm
- Countering negativity, overcoming resistance
- Handling your own emotional responses
- How to strengthen your position
- Separating impact from intent
- The creative use of questions
- Navigating round obstacles
- Avoiding the five major pitfalls
- Six tactics for staying on track
- Acknowledging without arguing
- When to stop communicating
- Keeping cool at all costs
- Preparing your strategy
Who is it for?
This course is suitable for delegates at all levels who may be faced with challenging behaviour in the workplace. This course will focus primarily on the needs of people facing challenging behaviour from staff, co-workers and managers. The content may also be helpful for customer or public facing roles, because the techniques and behaviours learned will be applicable to those situations, but much of the time will be spent on dealing with difficult colleagues.
Your facilitator
Barry Winbolt MSc.Barry is a mediator, writer and consultant, with over 25 years experience providing Solution Focused training and advice in working relationships, conflict management, communication skills and mediation. He is a regular presenter at international conferences, and over 200,000 participants have attended his acclaimed seminars and workshops on How to Deal with Difficult People, Anger Management, Conflict Resolution and related topics.
His latest book, Solution Focused Brief Therapy for the Helping Professions, was published by Jessica Kingsley Publications in December 2011.
Testimonials
Very useful for my purposes. Taught me to question more and act sooner that you might of.
Good tips and techniques to put into practice. Very enjoyable and interesting course and really gave me confidence to believe I can approach tricky situations.
Really useful section on how to end a conversation. Thanks!
Business Continuity Manager
Really enjoyed all the different aspects to consider, eg understanding 'difficult'. Liked the style of the trainer, very informative and wise, thank you!
Head of Midwifery
Bridgewater NHS Trust
Bridgewater NHS Trust
Open, inclusive and discussions encouraged. Really put difficult behaviour into context. Facilitator was very personable and knowledgeable. Positive presentation skills.
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