Managing Difficult Colleagues & Situations at Work
Description
This workshop is designed to help managers and supervisors identify and effectively handle various types of difficult behaviour encountered with both internal and external stakeholders. Through leadership in managing challenging interactions, participants will learn to respond positively to difficult behaviours, gaining insights into the intentions behind such actions and developing skills to manage their own emotions, such as anger and frustration.
The course will guide participants in bringing out the best in people at their worst by fostering rapport and utilising effective communication techniques. Additionally, participants will be encouraged to reflect on their own behaviours and develop strategies to achieve greater success in managing their responses to difficult individuals, ultimately fostering a more productive and harmonious work environment.
This course is HRD Corp (HRDC / HRDF) claimable.
Additional information
| Mode | Online, 2-days |
|---|---|
| Oct | 17-18 |
| In-House | ✓ |
Course Details
The participants will learn:
- To understand human behavior – how difficult people think and act
- To manage relations with difficult people at all levels
- To strategise in responding to bad behaviour
- To apply knowledge and techniques to ensure greater success with difficult people
Course Outline
Day 1
- Getting to know difficult people and their behaviour
- Four strategies in handling difficult people
- Group discussion and application of strategies
- Understanding human behavior
- Being assertive without being aggressive
- Four intentions that influence behaviour
- Individual written exercise on identifying intentions
- Managing anger and dealing with emotions
- Applying stress relief techniques to overcome difficult situations
Day 2
- Surviving through skillful communication ie. visual and vocal communication
- Principles of defusing and the art of co-operative language
- Self evaluation of individual listening skills
- Building rapport and blending effectively with difficult customers
- Blending strategies and finding a common ground
- Verbal self defence techniques
- Group discussion and evaluation of suggested solutions
- Role play exercises and application of learning points
