About

Although inevitable, conflicts and confrontations can be uncomfortable and unproductive.

Difficult people come in several guises and they exist in every work place. But whatever the case, they need to be addressed. The course will engage you in practical and interactive discussions and exercises that will change the way you see and respond to difficult people and difficult situations.

Agenda

Personality Types
•    Identify four core personality types, how to spot their behaviour 
and the extremes that make it challenging to deal with them
•    Learn how to communicate successfully with different personalities
•    How difficult people control you

Difficult Behaviour at Work
•    Identify common types of difficult behaviour
•    Explore the hidden drivers that create difficult behaviour and how to avoid triggering them
•    Complaints, tantrums, personal attacks and non collaboration

Simple, Easy-to-Apply Tools and Techniques
•    Learn to use simple models that let you say what needs to be said
•    Defusing escalating situations before they become critical
•    Finding mutual solutions, common grounds, meeting halfway
•    Isolating the problem from the person

Managing Yourself
•    Make your body, mind and mouth work for you!
•    Learn to manage your own reactions so you can stand your ground and be heard
•    Create the right mindset
•    Learn to use simple and highly effective behaviour skills

Facilitator

Penny Holden

Penny Holden has over 18 years in the field of learning and development as trainer, leader, manager, coach and programme designer. Operating in New Zealand, the UK and Australia, Penny has the enviable position of having trained in all sectors (private, government, corporate, NGOs) and across most industries. She brings this in-depth knowledge and experience to offer insightful, rigorous and highly practical and motivating training.

Her training programmes are packed with practical ideas, tools, up-to-date information and strategies for success. She actively works with participants to make training as individual and valuable as possible, ensuring a return on investment. Programme expertise includes leadership and management training, and developing people capability and organisational effectiveness at all levels.

Penny Holden is also facilitating:

• Advanced Train the Trainer
• Change Management for Managers in Times of Restructuring & Redundancies
• Communicating with Diplomacy, Influence and Credibility
• Development and Training Needs Assessment
• Effective Performance Conversations
• Facilitation Skills
• Tackling Challenging Conversations for EAs & PAs
• Tackling Challenging Conversations for Team Leaders & New Managers
• Team Leaders & Supervisors Survival Tactics
• Train the Trainer

In-house Training