Working With Difficult People and in Difficult Situations

The modern world requires diverse groups of people to work together in order to achieve results. Sometimes this is easy, but at others it seems that if only the other person was a little more reasonable, all would be resolved. This highly practical course looks at why it is that we find some people more difficult to work with than others. By examining ourselves, we find ways of adapting to our growing understanding of what it is that makes others tick.

Who Should Attend

This management training course is designed for those who feel that they could achieve more in the way of results and job satisfaction if they were able to influence others more effectively. It also satisfies the curiosity of those who seek greater understanding of their own motivation to operate in the way that they do.

Course Objectives

After attending the programme, participants will have the ability to:

  • Describe what it is that they find difficult about some other people
  • Understand their own preferences and how they influence behaviour
  • Recognise the way in which their behaviour can be seen by others
  • Improve assertiveness skills in a variety of situations
  • Manage their body language in a way that reduces possible conflict
  • Handle conflict confidently and professionally
  • Recognise signs of stress in self and others
  • Develop a plan to reduce the likelihood of suffering from stress related illness.

Course Programmes

What is a ‘Difficult Person’?
What do we mean by ‘difficult’
What are the extremities of behaviour that we find hard to deal with?
What drives that behaviour?
The difference between behaviour and attitude
Attitude – the all important ingredient
How do our personal motivators and experiences influence the way that we come across to others?

Defining Preferences
Introduction of the psychometric tool MBTI©
What are the ways in which we prefer to behave?
The feelings when we work in a climate that is comfortable to us
How do they differ when others don’t appear to agree?
The difficulties and advantages of working with those of a different viewpoint
What do we like/dislike about working with people of different preferences?
The zigzag approach to problem solving

What is assertiveness?
How does it differ from submissiveness and aggressiveness?
Introduction to Transactional Analysis
The importance of choice
Fantasy states versus reality states
The ‘trigger – response – results’ model
The use of helpful body language
The 4 keys and 5 elements of body language

What is conflict?
When is it good and when harmful?
The VAT model of conflict assessment
The use of the brain when dealing with conflict situations
How to defuse crisis situations in a positive way
Use of the Thomas Killman© instrument to appreciate conflict handling styles
How does this affect your relationships with others?

Stress and Controlling Emotions
What is stress?
The difference between stress and pressure
How to identify stress drivers
Maintaining a balance to minimise the effect of stress
The Gary Leffew bull-riding model
Positive Self-talk –‘thinking errors’
Perceptual Positions
Humorous Imagination

Personal Development Planning
Developing an individual action plan for implementation back in the workplace

To talk through your management training requirements, including tailoring this course to suit your exact needs, please contact:

Claudine McClean