DEALING WITH DIFFICULT PEOPLE

We also provide training in many areas of 

dealing with difficult people.

This course includes the following main areas:

What makes a person difficult

Recognising what difficult behaviour is

Understanding behaviour, we can modify other people’s style

Paraphrasing to avoid assumptions or misunderstandings

Listening and questioning skills 

Clarifying aggressive, assertive and passive behaviour

Recognising the effects of each type on self and others

Tips towards assertiveness

Dealing with difficult situations 

Dealing in fact and behaviour – not emotion and personalities

Using positive language and a positive approach to influence