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Handling Difficult People and Situations

Course Details

Name Handling Difficult People and Situations
DescriptionThis course provides you with a practical guide on how to handle difficult people and situations. You will learn how to understand other people’s behaviour and how to respond appropriately. You will gain practical guidance to apply to your own situations and you will leave the course with a set of handy reference cards to remind you of key skills and techniques learned during the course in your day to day activities.
URL
Location:
London - West
Start Date:
Working Days:
Price:
£578.00 +vat
Availability:
Exam:
Residential:
Course ID:
492084

Overview

This one-day course provides you with an extremely insightful and practical guide on how to manage yourself and the difficult people and situations that you encounter in your workplace. It will provide you with tips and techniques to enable you to develop the confidence to be proactive and not reactive when challenged by people and circumstances.

You will learn how to understand other people’s behaviour and how to respond appropriately. You will gain practical guidance to apply to your own situations and you will leave the course with a set of handy reference cards to remind you of key skills and techniques learned during the course in your day-to-day activities.

Target Audience:

If you are looking to develop a more confident approach when dealing with difficult situations, this course will give you the tools and techniques you need. If you are a project manager you may like to go on our Influencing Project Stakeholders course.

Learning Objectives

By the end of this course you will be able to:

  • Understand the theory behind workplace behaviour.
  • Forge positive working relationships with difficult or uncooperative individuals.
  • Approach conflict situations with increased confidence in an appropriate and timely manner.
  • Adopt a confident, professional and appropriate style when faced with difficult people or situations.
  • Plan your personal strategy for dealing with difficult situation

Pre-Requisites

To gain the maximum benefit from the course, you will be sent a pre-course questionnaire to complete which asks you to consider current expectations. This will help you set the context of the course and the information you provide will be used on the day as part of the course activities.

Course Content

Developing an Understanding of Behaviour

  • Understand why people behave the way they do
  • Emotional impact of behaviours – yours and theirs
  • Encouraging others to change non-productive work behaviour styles

Forging Positive Working Relationships

  • Adopting a positive approach to your relationships with others
  • Creating an open and honest working environment through constructive feedback

Managing Difficult People

  • Recognise negative and aggressive behaviour patterns
  • Understand and manage the situation rather than the person
  • Identifying and dealing with the underlying causes of difficult behaviour

Adopting a Confident, Professional and Appropriate Style

  • Managing feedback on the impact of personal communication
  • Recommendations to build a confident and professional approach
  • A toolkit to be combined and adapted to suit your individual situation

Planning Your Personal Strategy

  • Develop a personal application plan

London - Grosvenor Place SW1

Description:

Image result for 13 Grosvenor Place, London, SW1X 7HH.

Situated on Grosvenor Place, in the heart of London, our training spaces are fully equipped and spacious. 

We have spent considerable time researching what makes for the most rewarding learning experience and it shows in our facility: 

  • high definition AV with multiple points of display
  • ‘personalised desks’ that are moveable & height-adjustable
  • ‘fun zones’ with kinaesthetic learning toys
  • tablet-led or BYOD (bring your own device) supported course designs
  • continual refreshments & catering services
  • complimentary high-speed WiFi access
  • easily configurable room layouts, suitable for any learning or networking event

Plus, our state-of-the-art venue is easily accessible from mainline rail stations, with Victoria and Hyde Park Corner underground stations only a few minutes' walk away

Location:

13 Grosvenor Place
Hyde Park
London
SW1X 7HH

 

Directions:


The building is situated on the west side of Grosvenor Place, close to the junction of Chapel Street. Victoria BR mainline station is a short walk away, providing good access to the south east and Gatwick Airport. Opposite Victoria BR mainline station
is the Tube that serves the Circle, District and Victoria lines. Hyde Park Corner (Piccadilly Line) is the closest Tube station.
TFL buses go in both directions and the following services have stops close to 13 Grosvenor Place: 2, 8, 16, 36, 38, 52, 73, 82, 148 and 436. The closest car park to Grosvenor Place is situated at Hyde Park Corner or alternatively there is another
car park situated at Wilton Place.

For security and safety reasons, please ensure you check in immediately on arrival

Heathrow Airport: 16 miles
Gatwick Airport: 28 miles
Stansted Airport: 40 miles
London City Airport: 10 miles
Waterloo Mainline Station:2.5miles
Paddington Station: 2 miles
Victoria Bus/Train Station: 1 mile
Charing Cross Mainline Station:1.5 miles
Euston Mainline Station: 3 miles
Kings Cross Mainline Station:3.5 miles

As mentioned in the pre-requisites, you will be sent a questionnaire to complete prior to the course which asks you to consider current expectations. This will help you set the context of the course and the information you provide will be used on the day as part of the course activities.

There are no examinations associated with this course.

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