Handling Difficult Conversations (1 Day)

Course Code: COPING

Duration: 1 Day

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COURSE AIMS:

How to produce positive outcomes from difficult situations.

This programme gives greater insight into human behaviour, identifying why some people are difficult and how to deal with different types of people problems.

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COURSE PRE-REQUISITES:

This programme is for you if you need to understand, manage, or prevent the potential development of situations involving aggression and conflict, or deal with difficult people.

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COURSE OBJECTIVES:

On completion of this course delegates will be able to:

• Recognise the characteristics of difficult people
• Assess your own interpersonal skills
• Learn techniques to identify and change behaviour – both your own and others
• Learn how to stay calm in difficult situations
• Understand how personal issues can impact on work performance
• Learn effective techniques to minimise conflict

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COURSE CONTENT:

Introduction and Objectives

Types of Behaviour

• Identifying “difficult” people
• Why are people “difficult”?
• Fundamentals of conflict

Identifying Aggressive Types

• Levels of aggression
• Main causes of aggression
• Personality types

Communicating

• Confidently
• Calmly
• Control under pressure
• Professionally

Essential Skills for Coping with Conflict

• Listening and questioning techniques
• Giving and receiving feedback
• Developing assertiveness techniques
• Negotiating a realistic outcome
• Verbal and non-verbal communication

A Step by Step Approach

• Step by step techniques for changing behaviour
• Staying calm
• Challenging without damaging
• Motivating staff

Taking Responsibility for Difficult People

• Pre-empting difficult situations
• Positive resolution of problems
• Create a checklist for solving people problems

Action planning

Review of Programme

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