Handling Difficult People Training Course - One Day
- Handle those people that don’t do the right thing.
- Manage your emotions, so you stay in control.
- Nip problems in the bud, so they don’t get out of hand.
- Learn when to compromise and when to stand firm.
- Negotiate solutions, rather than argue about blame.
- Boost your self-confidence and assertiveness skills.
- Use positive feedback, as a way to change people.
- Read Full Training Course Overview
About this Handling Difficult People Training Course
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.
Therefore, you need to handle them properly.
The problem is though, that you don’t know how to do that.
The inability to handle difficult people is causing you problems.
Is that the reason why you are searching online? To see whether you can find the right training that will help you to handle this situation more skilfully.
If this seems to describe your situation correctly, then we have a good fit, don’t we? Therefore, you need to reserve your place today.
Make sure that you attend this very inspiring and popular one day training programme.
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.
The course content was applicable to my business, giving value to myself and the organisation. I am excited to return and apply what I have learnt. The trainer's presentation was fantastic; engaging and clear.
Handling Difficult People Training - One Day Course Overview
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.
Available Dates and Locations
Next Open Course Starts in 12 days, Manchester, places available
Please note all our training courses include optional three months FREE telephone coaching to answer any on-going questions.
Course Timings: Start 09:00 - Finish 16:30. Lunch at 13:00, Tea Breaks at 11:00 and 15:00.
6 trainer-led hours, additional 2-3 via post-course portal independent learning
We currently offer training courses in: London, Manchester, Birmingham, Bristol, Maidstone, Kent, Glasgow, Scotland, Leeds, Gloucestershire
I found the course very useful. I can see how I can improve my skills as a manager by applying the techniques that I have learnt. Trainer's presentation was very good and consistent. Linked theories to practical situations.
Handling Difficult People Training Course Content
Handling Difficult People Training - Day One - AM
Master the six principles of communication
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 was very thorough and covered a lot in two days. All content linked together well. Trainer's presentation was good, the diagrams were very clear and demonstrative.
Handling Difficult People Training - Day One - 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
Use the
'Wrong box / right box'
technique
The assertive use of voice tones
- Volume
- Pace
- Pitch
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 course content was very detailed and relevant to the workplace. I found it all very valuable, especially the distinction of objective and subjective. The trainer's presentation was captivating, really engaging, informative and interpersonal. Giving feedback and interaction was relaxed and the course setting put me at ease.
The Course 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!
Open Training Course Pricing and Availability
You are able to book this course online today.
Next Open Course Starts in 12 days, Manchester, places available
The open training course costs only £450 +VAT per delegate. For this price we provide:
- A 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.
Course Timings
Start 09:00 - Finish 16:30.
Lunch at 13:00, Tea Breaks at 11:00 and 15:00.
6 trainer-led hours, additional 2-3 via post-course portal independent learning.
After the course, how can you 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.
All Open Course Dates and Locations
| Dates | Course Venue / Location | Total Course Cost |
| Tuesday 5 June | Holiday Inn Manchester Media City , Manchester (M50 2EQ) | £450 + VAT per delegate |
| Monday 18 June | etc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA) | £450 + VAT per delegate |
| Monday 25 June | etc. Venues Birmingham - Maple House, Birmingham (B4 6TB) | £450 + VAT per delegate |
| Tuesday 10 July | Holiday Inn Bristol City Centre, Bristol (BS1 3LE) | £450 + VAT per delegate |
| Wednesday 18 July | etc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA) | £450 + VAT per delegate |
| Wednesday 18 July | etc. Venues Manchester, Manchester City (M1 3HU) | £450 + VAT per delegate |
| Wednesday 1 August | etc. Venues Birmingham - Maple House, Birmingham (B4 6TB) | £450 + VAT per delegate |
| Monday 20 August | etc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA) | £450 + VAT per delegate |
| Wednesday 12 September | Holiday Inn Manchester Media City , Manchester (M50 2EQ) | £450 + VAT per delegate |
| Monday 17 September | etc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA) | £450 + VAT per delegate |
| Monday 17 September | Park Inn by Radison Glasgow City Centre, Glasgow - Scotland (G2 2JJ) | £450 + VAT per delegate |
| Monday 24 September | DoubleTree Leeds, Leeds City (LS1 4BR) | £450 + VAT per delegate |
| Monday 24 September | etc. Venues Birmingham - Maple House, Birmingham (B4 6TB) | £450 + VAT per delegate |
| Monday 1 October | Village Hotel, Maidstone Kent , Maidstone Kent (ME14 3AQ) | £450 + VAT per delegate |
| Monday 15 October | etc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA) | £450 + VAT per delegate |
| Monday 22 October | Holiday Inn Bristol City Centre, Bristol (BS1 3LE) | £450 + VAT per delegate |
| Tuesday 23 October | etc. Venues Manchester, Manchester City (M1 3HU) | £450 + VAT per delegate |
| Wednesday 7 November | etc. Venues Birmingham - Maple House, Birmingham (B4 6TB) | £450 + VAT per delegate |
| Wednesday 14 November | etc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA) | £450 + VAT per delegate |
| Monday 19 November | DoubleTree Leeds, Leeds City (LS1 4BR) | £450 + VAT per delegate |
| Wednesday 28 November | Village Hotel, Maidstone Kent , Maidstone Kent (ME14 3AQ) | £450 + VAT per delegate |
| Wednesday 28 November | Park Inn by Radison Glasgow City Centre, Glasgow - Scotland (G2 2JJ) | £450 + VAT per delegate |
| Wednesday 5 December | Holiday Inn Manchester Media City , Manchester (M50 2EQ) | £450 + VAT per delegate |
| Monday 10 December | etc. Venues Marble Arch - Edgware Road , London - Central (W2 2EA) | £450 + VAT per delegate |
| Monday 10 December | etc. Venues Birmingham - Maple House, Birmingham (B4 6TB) | £450 + VAT per delegate |
In-House Training Course Pricing and Proposal
This course is also available from just £1,950 +VAT per day as a bespoke in-house group training course in the UK and worldwide.
It has been designed to provide a similar experience to our open courses, however we can tailor the content to fit your specific needs. In-House Group training costs from just £1,950 +VAT per day for up to 20 delegates (international training price varies).
This price includes:
- Full days training
- Full course training manual
- Personal written action plans
- Access to the post course portal
- Three months free telephone coaching
Plus, hotel accommodation for trainer if necessary. (Premier Inn type: not the Hilton!)
Contact Us Today
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 other Management Training Courses, or their suitability for you or a colleague, call us on +44 020 3856 3008.
Email your Manager
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So, you may find it beneficial to give your manager this document, which will give all the information needed to make the right decision.
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