Course Outline: 

Day 1

• Introduction and Ice breakers
• Sampling of difficult behaviours provided by participants
• The angry workplace – Situations leading to bad behaviour
• Ten categories of difficult behaviour and their motivations
• Active and passive reactions to difficult colleagues
• Four strategies for managing difficult people at work
• Group activity – Applying the strategies
• Task focus and people focus behaviour
• Four main intentions that induce difficult behaviour
• Case study – Identifying good intentions that result in bad behaviour
• Video presentation – A summary of learning points and strategies

Day 2

• Review of learning points from previous session
• Analysis of personal encounters (individual sharing)
• Blending and Redirecting strategies
• Harnessing our visual and vocal skills to influence others
• How to apply listening skills in managing negativity
• Listening skills exercise – self evaluation
• Managing negativity and emphasising common ground
• Surviving through skillful communication – Video
• Groups activity – How to apply communication skills
• Bringing out the best in people at their worst
• Self analysis – Are you a difficult person?
• Summary and concluding remarks

Who Will Benefit?

• Leaders at all levels from supervisors to senior executives and managers.
• Anyone who needs to learn how to manage difficult colleagues at work.