Handling Difficult People Training Course - One Day

About this Handling Difficult People Training Course

Are there times, when some of the people you work with become difficult to handle?

And these same people are often clever and eloquent but they can also be argumentative and stubborn.
Therefore, you need to handle them properly.

But the problem is you don’t know how to deal with them.

Your current lack of ability to handle this type of person is causing you problems.
That is one reason why you are looking online: You need to find a training course that will show you exactly what to say, and also what NOT to say.

If the above description fits your circumstances, then you need to reserve your place 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.

Handling Difficult People Training - One Day Course Overview

Available Dates and Locations

Next Open Course Starts in 5 days, Birmingham, places available Book Now >

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, Scotland, Reading, Dublin, Ireland, Luton, Bedfordshire, Cambridge, Milton Keynes, Leeds, Gloucestershire

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:

1. The goal - what are we trying to achieve.
2. The reason - why are we trying to achieve it?
3. The plan - how are we going to reach the goal?
4. How to handle other people’s emotions.
5. How to express your own emotions.
6. 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

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 Training Method

The training method follows this general pattern - the training is very interactive and interesting:

1. The trainer gives a clear explanation of the point in question with specific examples.
2. Then, the delegates practice by doing an exercise with each other.
3. The delegates practice by doing an exercise with the trainer.
4. All points are supported with full written notes to take away.
5. 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!

Express an Interest

If you feel you would like to attend but cannot yet commit to a secured booking, you can express your interest here.

Open Training Course Pricing and Availability

You are able to book this course online today.

Next Open Course Starts in 5 days, Birmingham, places available Book Now >

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 handbook
• Written action plan
• Certificate
• Training articles and newsletters
• Access to additional free training material* after the course

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.

* This support comes in the form of...

• PDF download of the training handbook
• 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

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). Plus, hotel accommodation for trainer if necessary. (Premier Inn type: not the Hilton!)

This price includes:

• Quality training delivered by an experienced trainer
• Full colour course handbook
• Personal written action plans
• Access to additional free training material after the course
• Three months free telephone coaching

Contact Us Today

Please call us on +44 (0)20 3856 3037 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 (0)20 3856 3037.

Email your Manager

If you are reading this page with the intention of attending the course, then you may need to 'put forward a case' to a manager who makes the final decision.

So, you may find it beneficial to give your manager this document, which will give all the information needed to make the right decision.

To do this, please enter the manager's email address below and.. take me to your leader!

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