Dealing with People and Difficult Situations

Unfortunately, it is impossible to avoid working with difficult people in the workplace, they may be senior management, among your peers or even clients or customers.

Through hands-on activities, role play and practice exercises, participants will learn how to deal with a wide range of challenging situations and people. They can have an impact on motivation, stress levels, absenteeism and workplace morale. It can create an unexpected financial burden if it needs to be dealt through HR, the legal route or causes reputational damage.

You will learn tactics to avoid problems, dealing with conflicts, strategies for stress management and much more. Through role-play and class exercises delegates will leave being able to put these skills and techniques in to practice in the workplace.  

On top of this, attendees will receive highly informative course notes to refer back to.

Course Content

• Understand difficult behaviours and difficult people
• Communication process and where breakdowns most often occur
• How to articulate how their attitude and actions impact others
• How to use agreement to frame a situation
• Understanding our role in disputes – deliberate or accidental
• Tactics to avoid problems before they occur
• Processes for dealing with conflicts
• Solid steps for building and maintaining a positive attitude
• Strategies for managing anger and stress
• Coping strategies for dealing with troubling people and complex situations
• Employ techniques for managing and dealing with anger
• How to be assertive with difficult people
• Role Play - Practice dealing with difficult people
• Managing difficult conversations

Who Should Attend

This course will be of particular interest to those in management and HR roles dealing with various difficult situations and personalities.

Certification

On completion of this one-day training course, you will receive your Certificate of Attendance. Please note certificates are issued at the close of the training course to participants on completion of the course. Please check directly with your association or awarding body to see how many points they will award.

Cost

An ‘Early Bird’ discounted rate of €465 is currently available. This training course normal rate is €565. Places are limited and are allocated on a first come first served basis. PLEASE NOTE THE EARLY BIRD RATE CLOSES 3 WEEKS PRIOR TO COURSE DATE. The course cost includes all course documentation and Certificates.