Handling Difficult People and Poor Performance Issues Workshop
Course Pricing and Availability
Also Available:- In House Training
This course is also available as a bespoke in house group training course in the UK and worldwide. We can tailor the content to fit your specific needs.
Group training costs from £1,850 +VAT per day for up to 20 delegates (international training price varies).
Would you like to contact us?
One Day open training course: £435 +VAT per delegate.
Our next open course is in 20 days, ✔ there are still places available. Would you like to book online now or see all course dates?
We currently offer training courses in: London, Birmingham, Manchester, Heathrow, Central London, Oxford, Swindon, Bristol, Cheltenham, Gloucestershire, Leeds, Nottingham, Southampton, Glasgow, Scotland, Dubai, UAE.
Please note all our training courses include three months additional FREE telephone coaching.
Course Timings: Start 09:00 - Finish 16:30. Lunch at 13:00, Tea Breaks at 11:00 and 15:00, giving you an opportunity to check emails and make calls.
6 trainer-led hours, additional 2-3 via post-course portal independent learning
About the Workshop
On occasion, some people can become difficult to handle, isn’t that right?
These people are often intelligent and articulate but are also sometimes argumentative and awkward.
And so you need to know how to properly handle them.
But the problem is you don’t know how to deal with them.
The inability to handle difficult people is causing you problems.
That is one reason why you are looking online: To see if you can find a course that will help you to handle these difficult people, and to do it skilfully.
If this description seems to fit your current circumstances, then you need to book yourself onto this course today.
Make sure that you come to this extremely informative and popular one day training course.
On occasions, you need to handle difficult people; in order to handle difficult people you need to communicate in ways that are clear, rational and positive.
Good jump start to professional success. The instructor was excellent with great experience and diverse knowledge. Overall verdict is excellent!
Aleksandr Kuzin
Harrods Estates
Customer Reviews
Course Overview
This course will help you:
Day One - Morning
- Decide what target-behaviours you want to see achieved and explain them to others.
- Avoid poor performances caused by failing to properly explain the standards required.
- Decide how you, yourself, wish to be perceived and act accordingly.
- Distinguish the language of fair criticism from the language of unfair insults.
- Give constructive criticism to others in an assertive and professional way.
Day One - Afternoon
- Find mutually agreeable solutions to which the other person will commit.
- Know when to compromise, and when to stand firm.
- Be assertive, when facing a difficult person.
- Use your body language and voice tones correctly.
- Motivate others by the proper use of your words.
Training course content was outstanding! I have never attended a course with so much positive input. I feel reassured that much of my working practice is in line with this training. However it has sharpened my thoughts. The trainer's presentation was very good with very clear communication. Good logic and reason. Providing consistent named principles.
Stuart Mitchell
Langley House Trust
Customer Reviews
Handling Difficult People Course Content
Handling Difficult People Training - AM
Six principles of communication:
In order to manage difficult people, you need to gain agreement on:
- The goal - what are we trying to achieve.
- The reason - why are we trying to achieve it?
- The plan - how are we going to reach the goal?
- How to handle other people’s emotions.
- How to express your own emotions.
- Gaining the cooperative assistance of others.
Notes on the use and misuse of humour.
How to use, and how to not sure humorous comments.
Personal standards
How do you wish to be perceived? Decide and then act accordingly.
Goals
Agree what the desired goal is. If you wish to be more assertive, then develop your sense of goal focus:
How to make language more specific and more meaningful.
The use of numbers in order to make yourself clearer.
You need to explain your ideas in definite terms.
How to define your key concepts and most important ideas.
The difference between affirmative and negative language.
The difference between being critical and cynical.
Notes on how to be more positive.
Embedded commands.
Embedded command is a form of accidental error of language (e.g. saying 'don't worry' will cause people to worry)
Summary of the morning session
The course content is very useful and is delivered in an open manner so we can easily apply the teachings to any industry. Confidence boosting and good reminders of what we should be doing in our work places, instead of what we are doing. The trainer, Gezz, is a great public speaker. He inspires confidence and motivation. With his complete/diverse professional background, it allows everyone to relate. Thank you very much.
Diane Schaefer
Le Rotisseur
Customer Reviews
Handling Difficult People Training - PM
Four ways to approach difficult situations:
- Rationally assertive: the proper method.
- Emotional and angry: the wrong method.
- Emotional and upset: another wrong method.
- Avoidance: another wrong method.
Learn the difference between “objective” and “subjective” language.
To be assertive you should use “behavioural statements” and “objective language”.
The use of the “wrong box / right box” technique.
The difference between “reasons” and “excuses” and what policy you should have to each one
If the other person gives you reasons, then you should negotiate.
If the other person gives you excuses, then you should not negotiate.
Don’t get bogged down talking for too long about the past.
Do take the conversation into the future. Talk about what you want to happen next.
The assertive use of body language
- Posture
- Hand gestures
- Eye contact
The assertive use of voice tones
Notes on the proper use of praise and appreciation.
Praise is powerful: The proper use of praise to reinforce the change.
The absence of praise and appreciation is often the cause of bad feelings.
To get the best from others, you must praise and appreciate them for the behaviours you want to see repeated.
Final summary and action planning.
The Training Method
The training method follows this general pattern - the training is very interactive and interesting:
- The trainer gives a clear explanation of the point in question with specific examples.
- Then, the delegates practice by doing an exercise with each other.
- The delegates practice by doing an exercise with the trainer.
- All points are supported with full written notes to take away.
- Delegates are asked to write down an associated action, for each point made.
(At the end of the day, we have about twenty such actions, from which the delegates choose six which are the most personally meaningful).
Note: we do not believe in placing people in any situation of embarrassment by demanding that they 'perform' in front of the whole group. So you can relax: come on this course and be at ease; ready to learn new skills!
The course content was very very good. The course was well structured and has provided me with an opportunity to reflect on how I can improve further in my role. The trainer was very focused, kept the course moving, related well to the group. Created a non-threatening environment.
M Ridout
Sparsholt College Hampshire
Customer Reviews
Price for open training course
You are able to book this course online today.
The open training course costs only £435 +VAT per delegate . For this price we provide:
- Full day of quality training
- Tea, coffee and cakes
- Lunch
- Full colour course notes
- Written action plan
- Certificate
- Additional training material by means of monthly updates
- Access to the Post Course Portal
Plus 3 months free telephone coaching
To answer any on-going questions, you will also receive email and telephone support from your trainer after you have attended the course. Whilst you are implementing what you have learned we will be there to help you if you need us for advice, guidance and coaching.
After the course, how can you to keep the training-momentum going?
We understand that it is important to keep the momentum of the training going, in the weeks after the course. The ideas and methods that you learnt during the course need to be implemented, not just for the two weeks after the course, but for all time!
In order to make that happen, we will give you continued, on-going support after the training course has finished. The support comes in the form of the Post Course Portal.
The Post Course Portal is a web page that contains a review of all the course material, plus the following:
- Newsletters containing training blogs and articles, which will provide you with ongoing training and good ideas, whenever you need them.
- Fun questionnaires that are designed to tease out your strengths and weaknesses and then give you ideas as to how you might improve your performance.
- Decision matrices that will allow you to make decisions and prioritise tasks into the correct order.
- Summary diagrams and mind maps from the course.
- Conflict scripts that give you examples of how the conflict method can be used, in real life situations.
- Free eBook the effective leader manager.
Free Telephone Consultation service for buyers
If you are a manager who is trying to figure out how to take the results from your organisations staff appraisal and training needs, and turn them into a coherent set of training courses, that will meet these needs, in as efficient a manner as possible, then we can help you with our free service.
More...
Price for in house training course
In House Course: from £1,850 +VAT per day (international training price varies) for up to 20 delegates
Please call us on +44 020 3856 3008 to discuss your requirements for the in house training course.
If you want to know more about any Management Training Course or their suitability for you or a colleague call us on +44 020 3856 3008.