Managing Difficult People & Conversations

Overview:

• Adam's been posting derogatory comments about your organisation on twitter!
• Tim is very upset with certain members on the team who aren't pulling their weight!
• Jodi is waiting to complain about a colleague making sexist comments about her part time hours!
  

Hopefully not a typical day, but having to deal with difficult people and sometimes being ambushed by difficult issues can lead to staff members feeling demoralised, de-motivated and stressed.

The first question many people ask themselves is 'is it my responsibility to sort out?'. In most organisations the answer is most certainly 'yes'. Yet there can still be a real reluctance to get caught up in very emotional or difficult conversation. This course will look at ways of assessing the problem, trying to understand why the other person is being difficult and how to resolve such situations.

Target Audience:
Anyone who is committed to a motivated workforce, high levels of performance and a culture of trust and respect.

Course Objectives:

• Define what is a difficult person
• Identify different types of difficult behaviour
• Describe what is a difficult conversation
• Explain why it is important to act
• Identify potential barriers that stop us having them!
• Identify and use strategies to make them more berable in the future
• Practice having the challenging conversation