This four-day course provides you with an extremely insightful and practical guide on how to manage yourself and the difficult people and situations that you encounter in your workplace. It will provide you with tips and techniques to enable you to develop the confidence to be proactive and not reactive when challenged by people and circumstances.

You will learn how to understand other people’s behaviour and how to respond appropriately. You will gain practical guidance to apply to your own situations and you will leave the course with a set of handy reference cards to remind you of key skills and techniques learned during the course in your day-to-day activities.

CONTENT

Developing an Understanding of Behaviour

• Understand why people behave the way they do
• Emotional impact of behaviours – yours and theirs
• Encouraging others to change non-productive work behaviour styles

Forging Positive Working Relationships

• Adopting a positive approach to your relationships with others
• Creating an open and honest working environment through constructive feedback

Managing Difficult People

• Recognise negative and aggressive behaviour patterns
• Understand and manage the situation rather than the person
• Identifying and dealing with the underlying causes of difficult behaviour

Adopting a Confident, Professional and Appropriate Style

• Managing feedback on the impact of personal communication
• Recommendations to build a confident and professional approach
• A toolkit to be combined and adapted to suit your individual situation

FOR WHOM:

Human Resources Managers, Admin Managers, Senior Managers, Directors, Admin Officers and others who perform related functions.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.