Overview
We will all encounter unreasonable behaviour or a ‘difficult’ colleague at some point.
Often this behaviour has no real effect on us, but we can find it uncomfortable to observe. Sometimes though, it can cause us real difficulty and make our working lives unpleasant.
In this fascinating and extremely popular workshop, you’ll discover how to deal with ‘difficult’ behaviours in colleagues, staff and managers at work, and leave equipped with a wealth of tools and techniques to manage those that arise regardless of your attempts to prevent them.
What you''ll learn
- How to prevent difficult situations arising in the workplace
- It takes two to tango – how our behaviour may contribute to others’ behaviour
- How to listen objectively (without making assumptions)
- How to create more productive working relationships
- How to deal with specific types of difficult behaviour
- How to give feedback that works
- How to manage difficult conversations
- How to deal with conflict
- Understanding and preventing difficult behaviour
- What drives others’ behaviour?
Developing skills for handling difficult people
- Learning to recognise your own state and choose your behaviours
- Learning to be calm in the face of difficult behaviour
- Dealing with criticism from others
- Reframing a situation and putting things in perspective
Feedback and difficult conversations
- Structures for giving feedback
- Managing conflict
- A model for conflict management
- Top tips for dealing with conflict
Who is it for?
This course is suitable for delegates at all levels who may be faced with challenging behaviour at work. This course will focus primarily on the needs of people facing challenging behaviour from staff, co-workers and managers. The content may also be helpful for customer or public facing roles because the techniques and behaviours learned will be applicable to those situations, but most of the time will be spent on managing difficult colleagues.
