Dealing with Difficult PeopleIn a typical workshop, you will:
- Appreciate the value of using open questions
- Be able to describe the core conditions for effective communication
- Have information about appropriate verbal and non-verbal communication
- Learn how to be compassionate and understanding whilst keeping within firm boundaries
- Understand how to avoid communication spoilers
- Learn how to listen for main points and themes
- Develop skills in keeping an open mind
- Find out about the microskills of attending, following and reflecting
- Appreciate the part played by paraphrasing and reflecting, in diffusing difficult encounters
Programme Outline
Welcome & Introductions
Use of listening skills
Open & closed questions
The core conditions for effective communication
How self awareness is helpful with difficult people
Communication spoilers – verbal and non-verbal
Listening for main points and themes
Attending, following and reflecting skills
When to use silence to good effect
Paraphrasing, summarising and reflecting skills
‘The 10 rules of engagement’
Communication styles
Taking the fear out of difficult encounters
Good quality listening and questioning
Personal action plans for improved interpersonal communication
Workshop summary and round up
“Thanks for the workshop. I will regard the next ‘difficult person’ as more of a challenge than a threat” – Peta Higgins, Portsmouth
“I didn’t realise how important it is to manage myself well, to bring about change in the other person. Thanks for the skills taught” – Irene McNaughton, Devizes ‹ Back to Training Courses |
