Managing Difficult People

BENEFIT

• Identify conflict management styles.
  
• Describe the skills necessary to effectively engage in conflict.
  
• Describe approaches to conflict in terms of the conflict management modes.
  
• Create a conflict management plan.
  
• Insight into what makes some people more difficult to manage than others.
  
• Awareness of their own behaviour drivers and triggers and how they impact on the situation.
  
• Active practice of tools and techniques which they can take away to deal with difficult people more effectively.

COURSE OUTLINE

• What do we mean by difficult people?
  
• The impact of difficult people – why we need to tackle the issue and what happens if we don’t
  
• Different types of difficult behaviour
  
• Conflict and conflict management
  
• How do people respond to conflict?
  
• Learning About Conflict Modes
  
• Creating an Individual Conflict Management Plan
  
• Successful conflict resolution depends on your ability to regulate stress and your emotions
  
• Listening
• Emotion control when faced with other people conflict
  
• Techniques for tackling the different sorts of difficult behaviour
  
• Keeping your sanity – managing stressful situations
  
• Conflict Resolution Techniques:
  
  • WIN/WIN Approach
    
  • Managing Emotions
    
  • Negotiation Skills
    
  • Assertiveness Skills
    
  • Persuasive Skills
    
• Identify the ways to help other people safely manage some of their repressed or expressed anger
  
• Building confidence in effective communication with difficult people :
  
  • Language, body language, assertiveness
    
• Sharing the responsibility – looking at organisational processes and allies in managing difficult behaviour

TRAINING METHOD

Presentation

Discussion

Case Study

Evaluation

FACILITY

Training Kit

Handout

Certificate

Lunch + 2x Coffee Break

Souvenir

Form Pre-Registrasi

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