ETSSDWDP – Dealing with Difficult People

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  • Code: ETSSDWDP
  • Duration: Days 1
  • Price per delegate: £395.00 +VAT

Trained over 60000 delegates

Course delivered by industry expert instructors

Highly competitive pricing

Course Description

This one day event is specifically designed to provide you with the opportunity to identify how each of us impact on others and to develop your skills to build effective working relationships.

Relationships can often seem like fragile things especially in the workplace where they are often built and destroyed by the actions we take. By underpinning those relationships with a few simple principles, they can grow into something secure and lasting. Organisations can only function with the co-operation of its members. By building on the willingness and skills to work together, we can develop relationships that are positive, co-operative and respectful. Positive relations within the workplace are essential if the organisation is to achieve it's long and short-term business goals.

Target Student

Anyone who wishes to improve their personal and working relationships.



Delivery Method

Instructor led, group paced.

Performance-Based Objectives

By the end of today, delegates will be able to:

  • Explain the importance of non-verbal communication
  • Recognise the ways in which you impact on others
  • Identify how and why things go wrong
  • Develop your ability to influence others
  • Add to your personal strategies for speaking your mind without offending
  • Commit to personal actions for developing an employee charter

Course Content

Introduction to Communication

A definition of communication, leading to how we communicate verbally. Examples of how communication can appear simple when it is actually a complex process.

Non-verbal communication

The importance of body language and how it impacts on the messages we convey. By tuning into individuals' body language, we can start to interpret more completely the message they are trying to convey.

How and why things go wrong

The focus will be on how through elements such as; assumptions, not listening, language and distorted perceptions, communication can go wrong. There will also be some input and discussion relating to Transactional analysis.

The emotional side of business success

Sometimes people fail to communicate well. Not because of any lack of verbal fluency but because they have some emotional block; perhaps fear of embarrassment, conflict or humiliation. These defensive routines result in people not always knowing what they need to know. By exploring the role of emotions in personal work experiences, we will develop an understanding of how emotions can impact on our performance.

How our colleagues see us

This session will lead on from the previous session in that we will look at what customers and colleagues expect from us. We will identify how our actions whether conscious or subconscious impact on others and can alter their perception of us.

Speaking your mind without offending (1)

This session starts to focus on a number of techniques we can use to communicate effectively. Participants will define what assertiveness is and differentiate between the main behaviour types. We will then look at how we can express ourselves in an assertive way.

Speaking your mind without offending (2)

Moving on from the pre-lunch session we will now explore how we feel and behave in different situations. We will then identify how we can turn things around and identify ways in which participants can build their competence for achieving a win-win outcome

Words can mean more than we say

By examining words and phrases that we use, we will highlight words that are emotive, aggressive and passive. From there participants will develop the skills they need to be able to for and get what they want.

How to win friends and influence others

By focusing on planning the outcome that we want, we will be more likely to achieve our goal. This session will develop participants aptitude for influencing and persuading colleagues and customers.

Team Charter

By reflecting and considering what has been covered throughout the day, participants will develop a charter to illustrate how they wish to behave towards others. Charters will be amalgamated to reflect common themes. Each workshop will produce its own charter and these can be developed into an overall charter for the organisation.

Action Planning

From the days events, each participant will sign up and commit to one thing that they will do differently to develop team relationships as a result of the workshop.