Tactics for Tackling Difficult People in Life and Work

Recognise and use four key skills of self-empowerment when faced with difficult behaviour

Created by: Barry Winbolt
Peronal development training for life and career

Created by: Skill Boosters
Films for a better workplace

What Will I Learn?

• Identify the most common kinds of ‘difficult’ behaviour
• Recognise and use the four key skills of self-empowerment when faced with challenging behaviour
• Use their listening and other skills to create an effective communications 'stance'
• Pre-empt difficult situations and stop them from escalating
• Be able to 'forward plan' and employ strategies to counter difficult behaviour
• Avoid the common pitfalls and stay out of self-defeating cycles of response
• Understand how to separate the 'problem' from the 'person'.
• Understand how to separate thoughts from feelings to help gain mastery
• Use key strategies like ASSUME and SALVAGE to take control of difficult interactions
• Plan for more successful outcomes with relationships at work, home and socially.

Requirements

• No special materials or prior knowledge, everything is provided.

Target audience

• This course on handling difficult behaviour is suitable for all levels of ability. It is designed to help you face challenging situations wherever they happen, at work, in the home, or socially. It will equip you to handle them with flair and confidence. The course will also help you gain insight into your own reactions, and the self-defeating patterns that people can fall into when confronted by difficult behaviour.
• Reception and other front-line staff
• Members of the Helping Professions who have to deal with challenging behaviour
• Educators who have to tackle challenging behaviour
• People who have to deal with difficult colleagues
• Anyone who wants to be able to take control in conversations marked by disagreement or non-compliance.