Espresso Session - Handling Difficult Behaviour

Course Overview

Wherever you work you will always find them - difficult and obstructive people. How you accept and deal with them will enable you to retain your sanity and ensure that you get the job done. Some people appear to be difficult by nature, others like to be difficult, sometimes you think people are difficult but they may not be. This session will uncover tried and tested techniques to overcome even the most challenging people. You'll get to practice techniques that will enable you to keep focussed on your role and turn a difficult person into a positive ally.

Course Outline

• Participants will be covering Seven Difficult Behaviour Types, Do's and Don' for Handling Difficult Behaviour, Influencing Questionnaire and Skills Practice.
• Participants will leave with a personal application plan and set of CD cards with the key models and techniques.

Espresso Session - Handling Difficult Behaviour / ESP01