• Approach people problems with increased confidence and an enhanced understanding of the reason behind people’s behaviour
• Understand behaviour, its causes and how to respond rather than react
• Forge positive working relationships
• Adopt a confident and professional approach when faced with difficult people or situations
• Use appropriate interpersonal skills in order to influence others, reduce conflict and ask for change

Who should attend?
Managers, team leaders and supervisors.

Learning method
This programme is participative and practical. Participants will be expected to engage in group work, discussions and role plays.

Programme content

• Why are some people difficult?
• What makes us difficult?
• The behaviour cycle - how your behaviour affect others and vice versa
• Recognising effective strategies for dealing with difficult behaviour
• Dealing with situations rather than personalities
• Adopting an appropriate approach in a variety of situations
• Challenging behaviour
• Looking for positive outcomes