Dealing with Difficult People
For People Working with Troublesome Groups and Individuals
This programme is designed for personnel who work with potentially troublesome groups or individuals.
Specific Content
- Emotional intelligence – why disruptive behaviour occurs
- How to calm excited people
- The impact of body language
- The use of the voice and vocabulary to reduce stress and aggression
- Case studies
- The DOs and DON'Ts when dealing with aggression
- Techniques to prevent disruptive behaviour including NLP and Transaction Analysis
Objectives
As a result of this programme participants will:
- Develop an appropriate response to unreasonable or aggressive behaviour
- Explore a range of skills and techniques to deal effectively with difficult situations
- Understand the triggers and indicators of stress and aggression
- Evaluate their personal skills and development needs when dealing with people in challenging circumstances
- Discuss personal experience and share best practice
