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
__________________________________
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
__________________________________
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
See
Also: Tips for Dealing with Difficult People
Please
contact
us to discuss your training requirements - Dealing
with difficult people
jml
Training -
training
that works ...
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