Managing Difficult People

The content will be specific to each individual or group attending and their particular requirements but may include elements of the following:

	Understanding difficult people
	Preparing yourself – building your self-confidence
	Understanding the impact of environment
	Identifying difficult behaviour
	Tackling aggression, coping with know-it-alls, teasing out the silence stance, distancing constant complainers and dealing with negativity
	Dealing with difficult situations at work
	Dealing with difficult customers – on the phone, by letter and face-to-face
	Working with difficult colleagues – understanding and dealing with conflict, anger and criticism
	Managing difficult staff – talking the problem through, setting clear boundaries and monitoring mechanisms
	Coping with difficult managers
	Understanding different behavioural types
	Accepting difficult people
	Learning to cope with difficult people at work
	Understanding the importance of anger and conflict management
	The importance of clear, effective communication
	Mediation – knowing when a third party is useful, and how to make it happen
	Understanding the importance of body language

Personal and Organisational Learning Outcomes

	Ability to cope with and manage difficult people and situations
	Improved working and personal relationships
	Clearer understanding of what makes an individual difficult
	Turn unproductive, negative situations around into positive and productive ones
	Improved self-confidence and effective mediation
	Read behind the behaviour and apply appropriate techniques to deal with the issue
	Improve efficiencies and morale of work colleagues