Description
Overview
Almost every organization has people whose personality, behaviour, attitude, work habits or other characteristics present an occasional or frequent challenge for those around them. This course will provide you with practical tools and skills to handle difficult people whether or not you have sufficient positional authority.
In this course, participants will learn to distinguish between various types of difficult behaviour, and choose responses that have a high probability of succeeding rather than escalating a difficult situation.
Who to Attend
Senior and Middle Level Staff of Public and Private Organisation
Objectives
By the end of this course, you will be able to:
- Handle personal anger and that of others
- Understand aggressive, assertive, and passive behaviours
- Use your emotion intelligence to work effectively with others
- Understand the importance of communication when dealing with a difficult person
Outline
- Understanding Difficult People/ Staff
- Assertive Communication
- Anger Management
- Emotional Intelligence
- Analytical skills
- Communication, Confronting skills,
- Interpersonal Skills Development
- Understanding personality traits
- Managing Conflict
- Managing Stress
- Managing Attitudes
- Counseling, Coaching and Mentoring Skills
- Handling bullies and aggressive personalities
- Communicating with unresponsive individuals
