Dealing with Difficult Behaviour!

Dealing with Difficult Behaviour

In an idea world everyone would be friendly and reasonable. In reality we often come across difficult people and behaviour. Avoiding the issue and hoping it will go away doesn’t work. Do you come across angry/difficult people and want to know the best way to deal with them? Is it important for your work to be able to communicate with a variety of different people? So how can you best deal with these situations without becoming stressed and angry? This course will provide you with the tools with which you can deal with difficult or aggressive behaviour.

Aim

To enable participants to deal with difficult situations in a professional and assertive manner and to treat difficult people with a positive attitude

We will learn how to

  • Identify difficult situations at work
  • Work with conflicting goals and reach a negotiation
  • Be aware of different beliefs and attitudes
  • Analyse and understand different behavioural types
  • Discern the causes of conflict, looking at our needs, desires, beliefs and attitudes
  • Recognise the reasons for friction with others
  • Analyse what happens to us when we see a threat
  • Recognise non-verbal communication and how to remain safe
  • Develop effective forms of communication including: active listening, building empathy and questioning, so as to defuse conflict situations
  • Use Transactional Analysis to bring out the best in people
  • To look at effective forms of communication and active listening, building empathy and rapport
  • Keep calm – managing your own emotions
  • To look at improving our Emotional Intelligence