Courses
Dealing with Difficult People, Handling People Problems
Intended audience:
College Managers, Programme Managers, Teachers & Tutors, Front Line Staff including Student Services, Admissions, Guidance and Reception
Focus:
Most managers/ teaching staff are uneasy when approaching an employee/ colleague or student
about an attitude or performance problem. But being able to handle difficult people effectively is
an increasingly important skill in today's working environment. Whilst trying to change attitudes
is never easy, it can be a lot less stressful if you have developed consistent and proven techniques to do so.
This course explores the skills needed to deal effectively with these potentially tense and stressful situations. Learn how to identify the needs of others, and practice using assertiveness skills to ensure that they are met in a calm and professional manner.
Purpose:
During this event you will:
- Identify the common causes of difficult situations and negative behaviour
- Remove barriers to dealing with them effectively
- Practise key communication skills of listening, probing and summarising to ensure understanding of the needs of others and defuse tensions that might otherwise arise
- Draw on the skills of assertiveness and influencing to ensure your message is clearly stated and heard by others
- Develop a personal action plan to ensure learning continues in the workplace
THIS COURSE IS ALSO AVAILABLE FOR IN-HOUSE DELIVERY
What others have said ...
"Really enjoyed the course, have learned vast amounts which is practical and usable" Janet Carpenter, East Berkshire College
"Very comprehensive without being overwhelming." Kathy Mulvey, Head of Teaching Learning Development, South East Essex College
