Dealing With Difficult People
Description
Across every workplace we come into contact with difficult people, whether they be colleagues, service users, suppliers or competitors. Such people may want instant answers be irritable, uncooperative and even unreasonable. They may be overworked, short tempered and exhausted. This course outlines how to communicate effectively when faced with difficult people.Who should attend?
Anyone who could potentially need to interact or be exposed to difficult people.Who will the workshop benefit?
This course will outline how to be sensitive to the reasons difficult people act in the way they do and how to gain their trust. Recognising self-care, this course will also outline how to set limits without creating barriers. Delegates will learn how to say maintain composure, and win people over with newly acquired verbal and non verbal skills.Course Overview
This workshop can be made as theoretical or practical as required by the group and flexible in terms of needs. In order to enable learning outcomes to be achieved in a unique and fun way it will include discussion, debates and a critical exploration of:
- The brain’s highway code
- Understanding to be understood
- The causes of conflict
- The application of appropriate techniques for dealing with conflict
- The need to minimise conflict
- Exploring value systems and organisational goals when dealing with conflict
- Effective planning and influence change to effectively minimise the risk of conflict
- The value of group cohesion in dealing with conflict
- 5 conflict handling orientations
- Dealing with emotions and the purpose of fear, anger and sadness
- How to remain impartial
Course attendees should expect to be involved with the discussion and will be encouraged to bring along and discuss particular personal cases in a confidential manner.
Course Facilitator
Paul Harris has been involved in Blue-Chip front line Operational HR advice & Guidance for over 15 years, firstly with Marks & Spencer in Retail and for the past 12 years, with Legal & General and the world of Financial services. He was responsible for the initial set up of the new Legal & General set up in Cardiff, taking it through from it's initial launch of 50 staff, to over 2000 staff within an 18-month period.
An international sports person in his own right, he has successfully used his natural drive and motivation to influence the business decisions taken and the people around him. He is experienced in all aspects of general HR subject matter, with a deep experience of the more complex operational issues that face any organisation today. Trained in psychometric testing, he has substantial recruitment knowledge and experience and a proven track record in the management of more difficult 'behaviour' within the work-place. A trained teacher, he is well versed in tutoring in his specialist field, and can deliver the full range of HR advice, via stand-up lecture, work-shop, one to one specific guidance or on a consultant basis for larger projects.
Noleen Mariappen BA(Hons), PGDip Res Psych, DCHyp, ACertCSHyp, GQHP, MSBST
Noleen has a background in organisational psychology with a specialism in areas such as organisational diagnosis and development, recruitment and selection, training and development, change management, conflict management, diversity awareness and work placed learning. An experienced trainer, she has worked as a practical facilitator in the area of stress and conflict management, equality and diversity, and social action in South Africa and the UK and has conducted research on related topics in regions of South East Asia.
