Dealing with Difficult People

‘Dealing with Difficult People’ is taken from a jml Training Management Development Programme – one of the wide range of jml Training coaching and consultancy programmes, we tailor to suit our client’s needs

How do you handle an individual who constantly interupts you?
How do you handle someone who tries to make you feel guilty?
How can you communicate with a person who uses confusing or untrue information?
What do you do when a person refuses to co-operate?
What do you do about someone who will not work with you or one of his/her colleages?

These are just a few examples of difficult situations for employers.

jml Training offers an in-house course that aims to increase the confidence and competence of the participants when dealing with difficult people and conflict situations.

Learning Intentions

Explore reactions to conflict
Learn to identify and manage the different emotional positions people take in conflict situations
Examine techniques for dealing with difficult people
Consider methods of managing conflict appropriately
Explore the key skills necessary for giving effective feedback
Practice how to give specific and unambiguous feedback

Course Content

Components of constructive conflict management

Conflict and effective communication

Recognising defensive strategies

Focusing on interests rather than position

Empathy when dealing with conflict

Identifying challening behaviours

Styles of managing conflict

Gender attitutes to conflict

Using effective feedback skills

Using Emotional Intelligence competencies for managing conflict

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Effective Communication

Effective Communication recent research conducted for Investors in People ranked the ability to communicate as the most important managerial skill, followed closely by honesty. Nearly a fifth of the respondents believed their manager had claimed credit for other’s work.

“Effective communication is at the core of the management development programmes we offer. It is a touchstone for much of the team and personal development we help bring about for our clients” says Gráinne Suter of jml Training “This research supports our experience on the ground - successful and effective managers are confident communicators who aren’t afraid to value their staff and give credit where it is due.” August 2006

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Managers can't communicate

One in three employees would change their managers if they could with almost a quarter claiming they could do a better job themselves according to research by YouGov.

The ability to communicate effectively was cited as the most important quality for a successful manager, but a third of respondents said their manager was not good at communicating. August 2006

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Contact jml Training to discuss your training requirements - Dealing with difficult people - either by email or ( + 44 (0)1494 488 787 today

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