Dealing with difficult people

You'll learn

• Practical skills, techniques and strategies to successfully manage difficult people and situations.

You'll be able to

• Approach difficult people more calmly and confidently.
• Encourage better communication and promote co-operation.
• Take positive steps towards resolution and productive working relationships.

Course outline

• Understanding power and conflict
• Sources of power
• Nature of conflict
• Conflict resolution styles
• Your experience
• Difficult people in the workplace
• Dealing with work colleagues
• Annoying traits and behaviours
• Getting along with people
• Communicating effectively
• Understanding what people want
• Effective listening
• Communication techniques
• Dealing with anger
• Communicating assertiveness
• Handling criticism
• Mediation

AU$99