1 or 2 days.  This workshop can be deliverd face to face on site or virtually.

Programme outline

Learn how to approach people problems with increased confidence and enhanced understanding of the reasons for others' behaviour. Deal with conflict situations promptly without being sidetracked. Overcome negative or aggressive behaviour. Adopt a confident, professional and appropriate behaviour style when faced with difficult people or situations.

Programme content

Introduction and objectives

• Overview
• Setting the ground rules

 Introducing communication

• How people communicate
• What is "behaviour"?
• Behaviour breeds behaviour

 Transactional Analysis

• An introduction to Transactional Analysis
• Identifying ego states
• Recognising crossed transactions
• Exercises

 Interpersonal skills at work

• Matching body language and message
• Positive thinking - getting the inner dialogue right
• Working with assertiveness
• Staying in control of yourself
• Techniques and tips
• Dealing with situations rather than personalities
• Practical exercises and role play

 Recognising conflict

• What makes people "difficult"?
• Identifying personal conflict style
• Dealing with conflict
• Seeking positive outcomes
• Practical exercises

 Action session

• What have I learnt?
• What do I need to do differently?
• Personal action and planning