Dealing with Difficult People and Situations
Duration 1 day
At one time or another, everyone has to deal with irate, rude, impatient, persistent, or aggressive people. They include complainers, unreasonable and irresponsible people, hostiles, passive aggressive people who give either too little or too much information, sarcastic people, those who use the silent treatment, upset people who use foul language, and others with whom we experience difficult interaction.
This one-day workshop presents useful techniques that help all employees to "keep their cool" in a wide variety of difficult situations. It outlines the successful elements of dealing with difficult situations and difficult people of all types—whether they are customers or colleagues.
On completion of this course participants will be able to manage aggression at work or at home and have the ability to define acceptable and unacceptable levels of behaviour. The course will allow delegates to develop an awareness of verbal and non-verbal indicators of aggression, comprehending ethnic, cultural and gender differences. They will also develop an assertive framework for dealing with aggression and have the chance to practise defusion skills and techniques to build confidence and reduce stress in difficult situations.
- Defining Aggression
- Acceptable and unacceptable levels of behaviour
- Causes of aggression
- Understanding our own behaviour and its effect on others
- Verbal and non-verbal indicators of aggression
- Ethnic, cultural and gender differences
- Developing an assertive communication style
- Defusion techniques
- Assessing risk – policies and procedures