The management of difficult people is a skill that all managers need. Research has shown that a large proportion of managerial time is taken dealing with a very small number of people - who range from the just plain awkward to the frighteningly aggressive. This short course is designed to give delegates the skills and confidence to deal with difficult people at whatever level in an organisation they are.

Concepts such a Transactional Analysis, developed by Eric Berne after the second world war, provide an insight into taking control of particularly aggressive situations. At the other end of the scale, an understanding of motivation theory can help to explain apathy or an apparent reluctance to accept responsibility. Learning to approach people in an assertive manner can also reap rewards.

"Difficult" people may also be simply misunderstood. Sometimes the difficultly is simply the price that we pay for talents and excellence in other areas.

Designed for:

All managers and staff who are required to manage difficult people.

You will learn:

• How to cope with aggression and manage aggressive behaviour
• How to manage talented but awkward key members of staff
• Managing sickness
• Managing absence
• Managing belligerence
• Managing lack of co-operation by staff
• Managing demoralised staff

Teaching Style

Input from the course tutor, discussion groups, study of case histories and practical exercises.