Providers of Professional Training Since 1996

TCR Training

Telephone: 020 8502 1970

Dealing With Difficult People/Difficult Behaviour

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Course Overview
This course examines the different ways in which people can present as difficult as well as the responses to them can add to the problems. We then move on and look at different models that seek to diffuse problematic interactions, from the psychological to the purely practical.  These are then put to the test and practiced in role plays.  Participants are encouraged to share information and skills in a safe way so as to bring this complex subject to life.

Timing
1 day/2 days

Course Suitable for:
Workers and managers.

Aim's
The aim of this course is to provide learners with the skills to deal effectively with difficult people and behaviour

Learning Outcomes
By the end of this course learners should be able to:

  • Describe the key ways in which people can present as difficult
  • Describe the things we need to avoid saying and doing in these circumstances
  • Describe different ways in which difficult situations can be diffused and successful results reached
  • Use these skills with confidence

Methodology
PowerPoint presentations, trainer presentation, group work, case studies, role plays, pairs work, further reading

Any other information
This course should benefit workers and managers alike in various ways such as dealing with staff issues, 'personality clashes', under performance, personal issues and the requirements of the job; it will also help with interactions with other professionals and service users; more broadly, it will help maintain boundaries and good practice.