Online - Virtual Classroom Training, 09:00 - 12:30
Cost: £90 +VAT per person (members) / £150 +VAT per person (non members)
Who is this training course for?
ANYONE who would like to acquire the tools and techniques to use when dealing with difficult situations at work.
Dealing with difficult people and challenging behaviour in the workplace can be daunting and overwhelming. This workshop examines strategies on how to handle difficult people and challenging behaviour to a satisfactory conclusion, wherever possible.
Topics:
- What are ’difficult’ behaviours
- Managing reactions appropriately: appreciate and adjust
- Exploring the root cause of bad behaviour: listen, summarise and plan
- Tools and techniques for managing challenging situations
- Developing a clear solution and next steps
Overview:
- Explore and identify the typical reactions for difficult behaviour
- Develop tips and techniques for achieving positive outcomes
- Review what is ‘professional behaviour’, assertiveness without aggression
- Develop a personal ‘kit’ of tools and techniques to implement in the workplace
Booking form