ASSERTIVENESS/DEALING WITH CONFLICT/DEALING WITH DIFFICULT PEOPLE

AIM

To enable delegates assess their own behaviour and that of others, promote assertive behaviour and examine and practice a variety of strategies for dealing with difficult people and situations both at work and in everyday life.

OBJECTIVES

By the end of the workshop delegates will be able to:

• Examine the causes of difficult situations.
• Understand a range of ways for dealing with anger.
• Demonstrate an understanding of different communication styles in assertive, aggressive and submissive behaviour.
• Demonstrate an understanding of strategies which maximise their opportunities to be assertive.
• Develop plans to successfully transfer newly acquired skills and knowledge to increase their personal effectiveness in the workplace.

PROGRAMME CONTENT

• Dealing with difficult people – what and whom do we mean?
• Types of difficult people.
• What makes people difficult?
• Communication skills
• Assertiveness guidelines.
• Barriers to us being assertive.
• Giving and receiving feedback.

This workshop is delivered in an interactive style using a range of training techniques and resources. Course handouts are provided.