Every workplace has difficult coworkers, bosses, customers or clients. For most people, holding a difficult conversation about a sensitive topic is challenging. Dealing with difficult people and situations is a skill worth perfecting for your business and private life.
4.55 (1825 reviews) $660
Classroom: 1 day
Live Online: 2 x 3 hr sessions
4.55 (1825 reviews)
Dealing with Difficult Behaviour provides specific strategies and actions you can take to understand difficult people, recognise why they act the way they do, and influence them to change their behavior toward the positive. When you increase your ability to deal with the people at work this will also have a positive impact on the environment and morale. You also make your workplace a better environment for all employees when you address the problems that a difficult coworker is causing for the team.
Course Overview
Difficult behaviour in the workplace is a normal and natural occurrence. In this course you will learn about different different behavioural styles and what you can do to build a positive atmosphere with open and honest communication. You will gain the satisfaction of turning a negative situation into a positive one; you will learn some important things about human nature; and become a better communicator.
Duration:
1 Day
Audience:
Service staff, salespeople, supervisors.
Prerequisites:
There are no particular requirements for this course.
Course Content
What you will learn
- Understanding what makes people difficult
- Identify ways in which they are effective and ineffective in difficult interactions
- Build rapport
- Diffuse strong emotion in interpersonal situations
- Use appropriate assertiveness in conflict situations
- Design and implement some strategies for managing breakdowns more effectively
- Manage personal stress to maximise work enjoyment
About Difficult Personalities
- What is a difficult person
- What makes people difficult
- Degrees of difficulties
- Difficult or upset
Relationships
- Understanding the nature of conflict
- Getting to know your "type" and others
- Difficult working relationships
- Respect for your fellow workers
- Problem solving techniques
- Winding up technique
Difficult People
- Why is it important to handle difficult situations
- A learning opportunity
- Assess yourself
- Additional pointers
- Calming people over the phone
Why do People get Upset
- Why do people get upset
- Avoidable upsets
- Resolving the problem
What can you do?
- What can you do
- Personal presentation
- First impressions
- Nonverbal communication
- Self assessment
- Words that make a difference
- Watch your words (exercise)
How do you calm upset person
- Calming upset people
- What does an upset person want
- Listening habits
Delivery Options
Delivery
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Classroom sessions are delivered at a nominated location (Private courses only). Inclusions: |
Full Day Sessions: Half Day Sessions: |
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Live online sessions are instructor-led in a virtual environment, providing hands-on instruction and practical activities for participants. Participants can see the instructor screen and interact with the instructor and other participants. Instructor can assist participants on their screen if necessary. Participants can join a session from any location using the Course Invitation. There is no need for software just a computer with an internet connection and a browser. Public sessions are conducted through Live Online. Inclusions: |
Full Day Sessions: Half Day Sessions Times:
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Available Dealing with Difficult Behaviour courses
| Event | Event Date | Location | Individual Price | Register |
|---|---|---|---|---|
| Dealing with Difficult Behaviour | 31-03-2025 | Live Online | $660.00 | |
| Dealing with Difficult Behaviour | 23-04-2025 | Live Online | $660.00 | |
| Dealing with Difficult Behaviour | 29-05-2025 | Live Online | $660.00 | |
| Dealing with Difficult Behaviour | 26-06-2025 | Live Online | $660.00 |
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