Difficult People

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We all deal with people in our jobs. Some are "difficult people" and we have to manage any conflict professionally.

Conflict is a result of differences between people's perceptions and expectations, and is a "fact of life", both internally in the workplace, and between staff and their customers.

Everybody is an individual, and we have to learn to communicate with and understand customers, suppliers and contractors, work colleagues and often the general public, if we are to deal effectively and professionally with everyone.

The challenge in managing conflict is to understand the underlying causes, and to work with people to find mutually beneficial resolution and plans for moving forward.

If we can understand that we are dealing not with "difficult people" but with "difficult behaviours", then we can usually find solutions to those behaviours, and in the process resolve the associated conflict.

How can this workshop benefit your organisation?

The cost of unresolved negative conflict can be high. Poor staff morale, reduced effectiveness and productivity, absenteeism and turnover are all potential effects. If your organisation is "for profit", you can lose sales and customers through poor service and failure to effectively manage conflict with the customers themselves. If your organisation is "not-for-profit", you may not lose customers, but can spend unnecessary time and resources dealing with ongoing dissatisfaction and dispute.

Providing your staff with skills to better manage conflict and difficult people will benefit your organisation through more creativity, better teamwork and productivity, improved staff and customer / public relations and satisfaction.

What will your people learn? Participants will:

Understand and be prepared for potential customer or public / staff conflict situations
Understand root causes - why does conflict occur?
Understand the role of diversity in conflict
Understand and manage the self in difficult situations
Improve important communication skills
Improve management of "difficult people"
Learn techniques to manage conflict better
Set personal conflict management objectives to apply in their workplace

Have this course tailored for your needs

The "Dealing with Conflict and Difficult People" course can easily be tailored to meet the specific needs of your people and your organisation, just as we have done for a range of corporate and local government clients. We want to be sure that you get the maximum benefit from your training investment!

2010 - Make it a year for Learning!

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