How to Manage and Deal with Difficult People - Monday 27 and Tuesday 28 October 2008
Date: 27th October 2008 at 9:30 AM to 28th October 2008 at 4:30 PM Trainer: Tom Kenny Venue: Lough Neagh Discovery Centre, Oxford Island, Craigavon
Cost: £120 Other Information: This two-day course will help participants gain the knowledge and skills to manage difficult people and situations both within the organisation and in relation to customers.
Course Content:
- Understanding difficult people
- Demonstrating specifically what to do and say
- Getting along with problem people
- Bringing out the best in others
- Dealing with various types of behavioural styles
For more detailed information please see the notes below from the trainer.
Dealing with Difficult People
We all at some stage in our work/life have experienced difficulties with people we encounter. We may experience difficulties from colleagues, customers, bosses, subordinates or indeed a combination of these people. The Aim of this two day Programme is to help participants to 'Increase participant's understanding of people and 'difficult behaviour' while also providing a range of tools and techniques which can help them to more effectively deal with behaviour and/or situations which they may experience difficulties with'.
Who is this two-day programme aimed at?
This programme is designed to assist any member of staff, at any level in the organisation, who has in the past or currently experiences difficulties with 'people/situations' they regard as being difficult. These difficulties may be from colleagues, customers, bosses, subordinates or indeed a combination of these people.
Points of note for the participants!
Participants will be expected to complete two Self Assessment Questionnaires and complete a single page preparatory sheet prior to the Workshop. While this is minimal in nature, it is important that participants understand and work to meet this expectation.
Learning Outcomes:
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Objectives:
By the end of this programme participants will be able to:-
- Correctly explain the importance of perception in understanding difficulties they may encounter with people.
- Correctly explain in their own words the seven habits of highly effective people and how these seven habits can form the basis of effective relationships with oneself (intrapersonal) and with others (interpersonal).
- Correctly explain in their own words the importance of accepting responsibility for one's behaviour and responses in difficult situations and with difficult people as evidenced in the proactive habit.
- List a set of rights and responsibilities using the guidelines in the handout, which can be used to guide their behaviour in their various roles in life.
- Develop an objective rating for their assertiveness and conflict handling ability through completion of relevant questionnaires.
- Correctly list at least three potential difficulties one might encounter with different behavioural styles while also producing at least three practical strategies for dealing with the different types to the satisfaction of the course facilitator.
- Demonstrate effective application of assertiveness techniques through simulated situations as measured by self and other feedback.
- Revisit a problem area/difficult behaviours they are presently encountering with a view of getting some ideas as to how they might be more “effectively managed”.
- Develop an action plan to the standards outlined in the handout to take forward any identified development needs.
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Bookings should be made by the TLO, or someone authorised by the TLO.
Note to TLO'S - If you wish to amend the name of the delegate attending the course please Email the details, ie, Name, Course, Date and new participant name to andrew.morton@lgsc.org.uk
Cancellation Policy:
Substitutions may be made at any time, but please give as much notice as possible. In the event of a cancellation notified between two weeks and one week before the start of a course, a charge of £60 per training day will be levied. For a cancellation less than one week before the start of a course, or a nominee's failure to attend a course, a cancellation fee of £120 per training day will be charged to councils. This principle will also be applied if a participant fails to attend on any day of a course lasting two or more days. No charge will be levied if a cancelled place is filled from a reserve list.
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