Managing Difficult People, Situations and Conversations

This course explores behaviours, barriers and challenges to communicating with individuals.  Delegates will have the opportunity to explore the role of data and information when addressing difficult people and in supporting the planning of difficult conversations.  

Delegates attending this course will be challenged to apply the tools and techniques to realistic situations they may have to deal with in the workplace.

What will I learn?

Content:

• Establishing the facts: Identifying and analysing the current position
• Developing a clear vision of objectives

Your Approaches:

• Eliminating bias
• Adopting an inquiry mind-set
• Emotional intelligence

Communication:

• Planning your discussion
• The role of silence
• Preserving the relationship
• Recognising mutual learning

Agreeing:

• Expectations for future behaviours/actions/productivity
• How you will monitor going forward
• When you will meet again to discuss the impact of the agreement and to consider next steps

What qualifications do I need?

This course is designed for individuals who are new to First Line Management or aspire to progress into a line management role. No formal qualifications required

What can I do after?

On completion of this course, you will have a better understanding of this area and be able to prepare proactively for interview for First Line Manager role.

You may also build up your skills by progressing through the series of Mastering First Line Management courses such as:

• Dealing with Difficult People
• Increasing your Personal Resilience
• Managing Performance, Managing Behaviour
• Personal Presence and Making an Impact
• Relationship Management

You may also wish to obtain a formal qualification such as CMI Awards, Certificates and/or Diplomas

SCQF

6

Programme Information

Start Date: To be confirmed/ course will run depending on numbers

Course Duration: 1 day virtual or face to face

Course Times: 9am-4.30pm

Price: £250*   Group pricing is also available - just ask!

*There may be a volume related discount available with this course, please contact our business liaison team on 0141 581 2121  for more information