Course Details
Your Growth, Our Mission
Course Description
Imagine yourself resolving workplace conflicts with others without creating negativity or damaging your relationships. In fact, picture yourself benefiting from confrontation because you can now manage difficult people and situations with ease. After attending the Dealing With Difficult People in the Workplace training course with BTS Training you’ll be empowered to better manage difficult people and situations.
In this life-changing course you'll learn how to discover the root causes of conflict, how certain behaviours impact others and learn specific strategies to deal with difficult people in an appropriate manner. Whether it’s a conflict involving customers, staff or management, you’ll be equipped with the tools and techniques to approach others, reach a resolution and prevent further issues going forward. This training course provides you with an opportunity to plan and practice your situational management skills so you feel empowered to handle any workplace conflict.
The Training Course Will Highlight ?
- Identify root causes of difficult behaviour
- Recognize different attitudes
- Understand particular types of Behaviour
- Handle stressful situation
Training Objective
After completing this course, participants will have learned to:
- Identify root causes of difficult behaviour
- How to approach and manage difficult people
- Understand particular types of Behaviour
- How to deal with Passive and Aggressive Behaviour
- Dealing with workplace conflicts
- Recognise different attitudes
- Handle stressful situation
Target Audience
Training Methods
Daily Agenda
Topic 1: The Three Ds
- Welcome
- What do we find challenging about others?
- Diversity, Divergence and Division
- The Relationship Spectrum
- Reflection
Topic 2: It all starts with me
- My Profile
- My Response
- Reflection
Topic 3: Communication is Key
- Dealing with Passive and Aggressive Behaviour
- Responding Assertively
- Reflection
Topic 4: Dealing with Particular Behaviours
- Bullies
- Discrimination
- Gossips
- Dealing with Particular Types of Behaviour
- Reflection
Topic 5: Reasonable and Unreasonable Managers
- Reasonable Management Action
- Emotional Intelligence and Difficult Managers
- Reflection
Topic 6: Self-Preservation
- Monitoring signs of stress
- Allies and Mentors
- Tips for Dealing with Challenging People
- Reflection
Topic 7: Reflections
- Create an Action Plan
Accreditation
BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.
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Your Growth, Our Mission
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