Everybody will at some point in their career deal with a 'difficult person'. This may be a customer, somebody you manage, somebody who manages you, a work colleague, a supplier, etc.
This dealing with difficult people training course will cover the different techniques available for each challenging scenario to ensure that potentially damaging relationships become productive ones.
Difficult people always want their own way and are prepared to shout and lay down the law until they get it. They have the ability to waste a lot of your time and make you angry or frustrated. The stress of handling difficult people can create a lack of productivity and reluctance to come to work.
Through hands-on activities and practice exercises, delegates learn how to deal with all sorts of difficult people for example:
Eventually you will need to stand your ground, but how? Let's look at one example, the 'Autocratic Aggressor', whose characteristics are:
How to handle an Autocratic Aggressor:
We will help you deal with these and other types of difficult people.
By the end of your Dealing with Difficult People course, delegates will be able to:
Dealing with difficult people are Knowledge and Skills within the Operations / Departmental Manager Level 5 apprenticeship standard, Team Leader / Supervisor Level 3 apprenticeship standard and HR Consultant / Partner Level 5 apprenticeship standard, hence when delivered as part of these apprenticeships, you can utilise your apprenticeship levy to cover your Learning and Development (L&D) investment. See our apprenticeship overview for more information on this cost effective way to invest in your organisation's dealing with difficult people skills.
“Thank you again for the ‘Dealing with Difficult People’ training you delivered at Gretton House. I know from feedback I have received, both on evaluation sheets and verbally, that everyone found the course really helpful and very interesting. I am sure this will help when dealing with both staff and customers.” C. Corstin – Gretton Homes
“The seminar was very good, well explained by an approachable tutor. I thoroughly enjoyed it.” M. Waller – Life Skills Solutions
“Excellent course, my interest was kept to the last minute.” J. Sutherland – Rainbow International
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