Course Directory > Developing People

Dealing with Difficult People and Situations

Overview

This program is designed to provide participants with skills, tech­niques and strategies to professionally and confidently deal with dif­ficult people and situations, whether this involves an aggressive client or customer, or, an abrupt or discourteous employer or employee.

Designed For

Frontline managers, supervisors, team leaders, coordinators, adminis­trators, public relations and sales personnel and other staff members who deal with the public or provide a service to internal clients/cus­tomers.

Content

• The role of power, structure and tension in relationships
  
• Conflict or compromise - selecting the right strategy
  
• Dealing with anger
  
• Neutralising a hostile environment
  
• Building bridges instead of walls
  
• Communication techniques in difficult situations
  

Learning Outcomes

• Identify the styles of difficult behaviour and determine your own personal style
  
• Build strategies for creating an atmosphere of positive communication
  
• Identify ways people create and use conflict
  
• Determine how and when to train, coach and counsel difficult employees
  
• Develop tactics that can help manage difficult behaviour
  
• Diagnose underlying factors that cause barriers or breakdown of communication
  
• Respond to difficult situations with professionalism and confidence

Related Information

• Student Information
• Terms and Conditions of Enrolment
• Policies and Forms