PM-03

Managing Difficult People

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This highly participative confrontation management training course will help participants develop practical strategies for managing “difficult” people in the workplace. It takes a behavioural approach by encouraging participants to recognise the behaviours they find most difficult at work and focus on managing this behaviour appropriately rather than simply labelling the person as “difficult.”

The course will encourage participants to identify and apply the learning to difficult behaviours they encounter in their teams and indeed elsewhere in the organisation.

The course takes a proactive approach with mangers encouraged to reflect on the  part they play, their role and responsibility, the “triggers” for difficult behaviour and the situation as a whole.

Managers will explore how they typically manage “difficult” people and leave with tips and tools they will be able to apply immediately to the situations they face at work. The course will focus on how to manage difficult behaviours in line with internal policies and procedures and employment law.

Remember: All of our courses are individually designed to meet our client’s needs. This programme is just an illustration of what the course can cover.

Welcome and introduction

The Reality

  • Group Exercise to identify what people participants find most difficult. Why?
  • How do participants typically respond?
  • What strategies are most effective? What are least effective?
  • Generating options

Key Principles

  • Taking a behavioural approach
  • Understanding the situation and the triggers
  • Group Exercise: Identifying behaviours and triggers.
  • Recognising the part you play and preventing difficult behaviour

The Employment Relationship

  • Rights, roles and responsibilities: Managers, employees, HR
  • What you can expect from an employee and what they can expect from you
  • Policies and procedures
  • Legal considerations

Case Study

  • Identifying options both informal and formal

 Taking Personal Responsibility

  • The Personal Mastery Grid and Circle of Influence
  • Beliefs and the Self Fulfilling prophecy
  • Your preferred approach. Adapting your behaviour.
  • Group Exercise: Application to participants’ scenarios.

Strategies and Interventions

  • Group Exercise: Identifying practical strategies and interventions for 10 difficult behaviours.

Management Tools

  • Building a toolkit of skills, strategies and techniques e.g. gap analysis, effective communication and feedback, coaching etc.
  • Group Exercise: Giving feedback
  • Group Exercise Lessons from Transactional Analysis

Management Tools continued

  • Managing Conflict effectively (linked to optional pre course questionnaire)
  • Perceptual Positions: Standing in their shoes exercise using real scenario from group.

Case studies

  • Application of learning to case studies and/or scenarios identified by group. This includes opportunity for participants to apply learning to own situations.

Round-up session

  • Final questions and review of key issues from the day