Dealing with difficult situations and people - 1 day

An introductory module designed to give participants and understanding of how people behave and how to react assertively when faced with difficult, uncooperative or aggressive individuals and conflict situations.

A practical and interactive course with opportunities for participants to contribute their own experiences and discuss ways of dealing with a variety of work based situations positively and assertively.

At the end of the course participants will be able to

• Understand the components of behaviour and where problems can arise
• Analyse the structure of interactions including the Transactional Analysis model
• Use assertive strategies to deal with difficult people
• Describe how difficult people and situations affect us and our colleagues
• Develop practical solutions to their own difficult situations at work
• Formulate an action plan for their future development

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