Dealing With Difficult People & Situations
Course Overview
FOR: All levels of management, supervisors and support staff who want to increase their ability to handle difficult situations effectively.
COURSE OBJECTIVES:
To provide tools which would enable the participants to be better equipped to deal with conflict in the workplace in a calm and professional manner. You will learn how to deal with difficult people and create win/win outcomes to difficult situations. The course is interactive, introduces the D.E.S.O Assertiveness model and the 12 step Conflict Resolution model.
CONTENT:
- Focusing on the Big Picture - gain understanding of why conflict arises and the triggers which accelerate it.
- Assertiveness - increase confidence in dealing with difficult people; regain control by knowing how to work effectively with staff/colleagues who are not pulling their weight or those who are aggressive and dominating.
- Managing Self - recognise what pushes your buttons, maintaining composure, managing your response, being proactive and overcoming procrastination.
- Working Styles - gain greater understanding of personalities in the workplace and how to work effectively with others when their personality temperament/working style is different to yours.
- Diffusing Conflict - effective communication, recognise “Roadblocks” to conflict resolution, using a 12 step Conflict Resolution model to gain win/win outcomes.
- Remaining Professional Under Pressure - focusing on what matters, maintaining a positive attitude, prioritising, problem solving techniques and worry control skills.
Fee: $525+GST per person
Course dates for Auckland during 2012: 21 March, 22 August, 22 November
(Download the course overview and booking form below)
Dealing With Difficult People and Situations (217 KB)
This course is limited to 10 participants. Early registration is vital.