West Thames College London

Handling Difficult People

Overview (1 day session)

There are times when each of us has to deal with someone we have difficulties with, whether they are a fellow staff member, a client or a supplier. Maybe it’s their tone of voice, their reaction to what we say, or maybe we feel that we just cannot get through to them. Whatever the reason, communication is difficult, misunderstandings occur, and potentially there is conflict. We need to know how to build rapport easily, identify and defuse a potential conflict situation, and ensure that the other person feels valued and respected whilst still getting our message across with conviction. This in-depth course will give you the tools to do just that.

Who should attend?

Anyone who must communicate with other people.

How will you benefit?

You will understand the ways people use to get their messages over, be able to handle conflict and emotive situations with skill and know how to communicate to real effect.

What the programme covers

  • How conflict can arise – and your natural reaction to it.
  • Why do people behave in different ways?
  • The effect of our behaviour on others and the psychology of human interaction.
  • Recognising and handling difficult situations – and awkward people!
  • Why do you say ‘yes’ when you should be saying ‘no’.
  • Recognising different peoples’ communication styles and how to handle them.
  • Persuasive communication – gaining others’ agreement.
  • Expressing your ideas in a direct and effective manner.
  • Gaining co-operation from others.
  • Taking control through positive tone and body language.
  • Assertively expressing your views, ideas and requests with confidence.
  • Ensuring your communication is clear, concise and easily understood.
  • Understanding and developing more active and effective listening skills.
  • Enhancing your questioning skills to appear interested but not aggressive.
  • Creating a positive impression when dealing with clients, customers and senior colleagues, and communicating as an equal.
  • Dealing with difficult behaviour in team members – the disciplinary process.
  • Giving difficult or sensitive messages.
  • Putting it into practice.

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