Managing Difficult People & Situations

Course Outline

Dealing with difficult people and situations is hard enough at the best of times, but in the workplace we cannot just react to
or walk away from a situation. This workshop is designed to assist participants to identify the main challenges in their work
environment and how to understand and manage difficult behaviours and situations. At the end of the workshop participants
will have an understanding of what triggers inappropriate behaviours and how to deal with difficult situations and people within
the work environment. This is an introductory program particularly suited to people dealing with customers or the public.

Content

• Dealing with workplace issues and difficult behaviours
• Aggression in the workplace
• Dealing with difficult situations
• Managing aggression
• Skills in dealing with difficult people
• Conflict resolution
• Which skills are appropriate
• Communicating your message
• The win/win approach

Expected Outcomes

At the end of this workshop participants will be able to:

• Define the nature of difficult behaviour in the workplace
• Describe the consequences of difficult behaviour
• Recognise the triggers of inappropriate behaviour at work
• Select and implement a range of strategies to manage
  difficult behaviours and situations in the workplace