West Yorkshire Consortium of Colleges

Dealing with Difficult People: Calderdale College

Dealing with Difficult People: Calderdale College - 1223

This course focuses on the causes of aggression and the effects on you and the people around you, including how to identify and successfully manage early warning signs and the key triggers of anger in order to manage hostility effectively.

The following areas will be covered under this course; however the content can be tailored to meet specific needs of the business:

- Develop specific strategies for conflict resolution

- Recognise classic profiles of difficult people and strategies for handling them

- Pre-empt challenging situations and avoid escalating them further

- Develop communication skills designed to improve your delivery of bad or unpleasant news

- Recognise personality types with which you may clash

- Develop assertive skills and behaviours

- Handle aggressive behaviour

- Deliver negative feedback to a colleague or subordinate

- Give positive feedback

- Calm, angry, upset and unresponsive individuals

Results for employees:

  • Improved working relationships with colleagues and customers
  • Tools to deal with conflict and difficult situations

Impact for employers:

  • Better relationships and communication between both internal and external customers
  • Increased collaboration in teams

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