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Course description

It is a fact of life that we don’t always get on with everyone in the workplace. This becomes more of an issue when that person is a member of your team, a supplier or a customer.

This course helps participants to identify an appropriate, assertive approach to have the conversations which will enable them to move forward in a more positive and productive way.

 

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    Course agenda

    • What makes your people ‘difficult’
    • Understanding behaviour and personality
    • Managing perceptions and emotions
    • Using feedback appropriately
    • Responding assertively
    • Plan and rehearse your approach 

    Information

        Recommended duration: 1 hour

        This content can be integrated into longer courses covering interpersonal skills, customer service, or dignity at work.

        Suitable for: Employees and staff members at all levels

                  Learner Objectives

                  By the end of the session, participants will be able to: 

                  • Identify why they may find certain individuals ‘difficult’
                  • Understand the difference between personality and behaviour and why this is important
                  • Understand the potential impact of perceptions and emotions
                  • Use the AID feedback model to address behavioural issues
                  • Identify assertive approaches to difficult working relationships

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