Dealing with Difficult People and Situations

Course overview

This course is perfect for those who are experiencing difficult, problematic situations involving people and need to equip themselves with the skills to manage them in a proactive and confident manner.

• Identifying ‘difficult’ people
• Why are people difficult?
• Why do we do what we do?
• Taking responsibility
• Identifying the difficult behaviour
• Negotiating in difficult situations
• Handling emotions to reduce conflict
• Being assertive
• Handling challenging conversations
• Solving people problems

Course benefits

Reduce time spent dealing with non-business critical issues, improve business relationships and customer satisfaction levels and improve motivation levels resulting in productive and work focused environment.