Overview

Wouldn’t it be wonderful if everyone thought and behaved as we do? Working life would be so simple if we could rely on others to behave exactly like us. So often, when someone is out of step with us we brand them ‘difficult’ when perhaps we meant that their behaviours don’t match our own. Part of the art of dealing with difficult people is to take a step back and examine whether their behaviour is likely to cause any problems for us or others at work, or whether they simply have a different view of life and their apparently ‘difficult’ behaviour is in no way detrimental to team relationships and productivity. It’s when their different approach gets in the way that we have to take action.

Objectives

This lesson focuses on two aspects of managing and working with difficult people: •Prevention creating an environment in which colleagues feel supported and motivated. •Cure dealing with difficult behaviour when it arises.

Course Content

1. Understanding and preventing difficult behaviour Common causes of difficult behaviour and what can be done to prevent, reduce or remove such behaviours.
2. Developing skills for managing difficult people Investigating the underlying causes of behaviours and deal with them at an objective, rational level.
3. More advanced skills for managing difficult people Using the tricks of language and influence and how to change people’s behaviours in a second.
4. Managing specific types of difficult behaviour How to encourage changes in the behaviour of difficult people without giving direct feedback.
5. Feedback that works and critical conversations Using CASE to provide feedback on difficult behaviour. Managing conflict Be aware that clashes of culture can cause conflict and apply the appropriate tools to reach a solution.