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Course Overview Being able to successfully work with others is an essential business skill. Unresolved difficulties with bosses, colleagues, customers or staff reduces your personal effectiveness. This participative programme looks at the types of difficult people and situations that can occur and sets guidelines for managing them effectively. As such it is suitable for everyone whose success is related to working closely with people. Audience This course is suitable for everyone whose success is related to working closely with people. Skills Gained Course Objectives - To enable you to recognise the characteristics of awkward people
- To discuss proven methods of productively managing the awkward character
- To set action plans
What You Will Gain Some positive ideas for dealing with difficult people and tricky situations. Communication techniques that will improve your self confidence and enable you to stay in control. You will also learn a portfolio of skills and techniques, including body language and the best choice of words, to de-escalate difficult situations. You will examine techniques for changing behaviour - both your own and that of difficult people. You will be able to recognise the characteristics of awkward people. Prerequisites None Course Outline - Difficult People - Who Are They? Why they are Difficult? How To Stay Calm
- Relationships at Work - Understanding Differing Personalities, Expectations and Work Ethics
- What Constitutes a Conflict? - Elements of a Conflict, The Costs of Conflict
- Working with Difficult People - Using the Stimulus, Response Technique, Giving and Receiving Criticism, Making and Refusing Requests, responding with Confidence and Composure, Addressing Hostility and Aggression,
- The Chameleon Technique - Using Your Body Language - Words to De-escalate and Win
- Timing the Communication
- A Checklist for Solving People Problems
- Case Studies
- Delegate Action Plan
- Description of Course
Follow On Courses - Assertiveness - the art of confident communication
- Time Management - achieve more by working effectively
- Presentation Skills - how to overcome nerves and present with confidence
How to make a booking for the WWDP course
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