17/02/2020 : Dealing Effectively Difficult People Guildford

SUITABLE FOR: Anyone who wants to be more confident and professional when dealing with ‘difficult people’ situations at work. Whether dealing with customers, colleagues, supervisors or subordinates – this day will give you practical ways to deal with these tricky situations and gain positive outcomes.  By the end of the course you will be able to:  Develop communication skills that help deal effectively with difficult or tense situations Recognise three different behaviour types and understand their impact and effects Exercise some key skills and techniques to gain rapport and control of the situation Confidently resolve difficult situations so that no one feels like a ‘loser’ Keep your cool under pressure  Programme  Introduction & Workshop Objectives  What are we going to cover today? What brings you here and what do you want from the day?  Understanding Behaviour and Its Effects What makes a person difficult? Recognising what difficult behaviour is How we can modify our own and other people’s style by understanding behaviour  Communication Skills That Help Deal Effectively with Difficult People  Paraphrasing to avoid assumptions or misunderstandings Using feedback in both positive and negative context Listening and questioning to get the true feel of the situation, show confidence and gain control  Three Different Behaviour Types  Clarifying the difference between aggressive, assertive, and passive behaviour Recognising the effects of each type on yourself and others Tips towards assertiveness that help you keep control of yourself and situations  Building Rapport  Being aware of the differences between yourself and others and taking them onboard Developing understanding and techniques to encourage positivity and ‘bridge the gap’  Dealing with Difficult situations  Situations at work that may arise – practical ways to deal with existing or emerging issues Dealing in fact and behaviour – not emotion and personalities Being consistent and persistent Using positive language and a positive approach to influence outcomes  The Way Forward Taking ideas back to the workplace and putting them into action FAQs What are my transport/parking options for getting to and from the event? ARRIVING BY TRAIN Follow the pedestrian signs out of the station to Guildford town centre.

Walk down Bridge Street with the flow of traffic, towards the back of the Friary Shopping Centre which you will see in the near distance in front of you down the hill.  Turn right at the Friary Centre and walk around the outside of the building – at the corner you will see on the opposite side of the road Nandos restaurant. Cross over and walk down between the shops until you come to the end of the mall. On the opposite side of the road facing you is the Halifax Building Society  Turn left and walk up the High Street. The County Club is a 2 minute walk up the hill on the right hand side, just after Sainsbury’s.  Please report to the reception on arrival where we will meet you to take you to the training room.  DRIVING INTO GUILDFORD We recommend leaving the A3 at the exit for the University, Hospital and Cathedral. Follow the signs for the Town Centre and turn left at the rear entrance to the Railway Station. Turn right at the mini-roundabout and follow the slip road into the Farnham Road car park  The pedestrian exit from the car park is on the 5th floor. Turn right out of this exit and cross the road (there are pelican crossings further down the hill). Walk with the flow of traffic down Bridge Street, towards the back of the Friary Shopping Centre which you will see in the near distance in front of you down the hill  Turn right at the Friary Centre and walk around the outside of the building – at the corner you will see on the opposite side of the road Nandos restaurant – cross over and walk down between the shops until you come to the end of the mall. On the opposite side of the road facing you is the Halifax Building Society  Turn left and walk up the High Street. The County Club is a 2 minute walk up the hill on the right hand side, just after Sainsbury’s.  Please report to the reception on arrival where we will meet you to take you to the training room.  How can I contact the organiser with any questions? You can contact us by emailing [email protected] or calling 020 7256 6668. What's the refund policy? Full refund up to 14 days before course. Substitute a delegate at any time up to previous day by phone or email to let us know the new delegate's name Do I have to bring my printed ticket to the event? Yes please.