Handling Difficult Colleagues and Customers

About this course

This vital workshop helps you deal with challenging colleagues and customers in an assertive, constructive manner. It provides a set of tools and techniques to help you feel more confident in managing difficult situations at work. Activities include questionnaires, role-play and case studies as well as discussing how to handle real-life situations you are facing.

Who should attend?

Executives and managers who deal with many colleagues and clients

Course Benefits

  • Feel more confident about tackling difficult people in your work life 
  • Better understand the root causes of difficulties 
  • Know how best to react in a range of difficult situations

Learning Objectives

  • Reflect on why people behave the way they do in difficult situations
  • Learn  how to adapt the way you react in different contexts
  • Discover strategies to build better relationships with difficult people

Course Outline

Understanding the Nature of Conflict

  • Identifying your difficult situations and people
  • Defining conflict 
  • Understanding different types of conflict
  • Types of conflict and you
  • Focus on behaviour

Understanding Yourself and Others

  • Quiz - physical reactions in difficult situations
  • Hot buttons
  • Communications preferences 
  • Accepting diversity

Managing Yourself and Others

  • Dealing with stress
  • Strategies to help others calm down
  • The decision making tree
  • Reacting to criticism
  • Communication Skills
  • Listening
  • Using questions with difficult people
  • Showing empathy
  • Adapting your communication style
  • Adapting your language
  • Role play

Conflict Management

  • Conflict management techniques
  • Your conflict, your choice
  • Collaborate
  • Over to you