Dealing with difficult people and employees training courses and conflict management workshops

 

HOME PAGE BOOKING A COURSE
-DATES&PRICES-
TRAINING PODCASTS TRAINING MATERIALS
-BUY ONLINE-
CLIENT TESTIMONIALS FREE TRAINING NEWSLETTER FAQs OUR UNIQUE SERVICES CONTACT US  

Total Success

A different type of training

 

For more information:

 email us: tsuccess@dircon.co.uk

call us on (+44) 020 8269 1177 or fax us on (+44) 020 8305 0555

 

Join us on  facebook    Follow us on twitter

 

We guarantee to run all of our open course dates.

Book with confidence here: BOOKING A COURSE

 

DEALING WITH DIFFICULT PEOPLE TRAINING COURSE

 

Thank you for visiting Total Success Training

 

Special offers for this month only:

1. All open courses - 295 per person + VAT

2. Book one course at full price and get one at half price

 - click HERE for the dates and details

3. All courses can be booked online - click HERE for full details

 

Click HERE for a full list of all our C.P.D. certified and accredited courses (inc Time Management, Mediation skills, Train the Trainer etc)

 

We have a brand new website at www.totalsuccess.co.uk which contains all of our course information. Click on the link below

 

Book now to be included in our free draw for tickets to West End Theatre, Chelsea Flower Show and Royal Opera House

 

"Enthusiastic, Highly knowledgeable trainer... Able to articulate ideas into practical scenarios"

Rob Gilbert, Office Canopy Group, New Manager Course, February 2011

 

HOME PAGE BOOKING A COURSE
-DATES&PRICES-
TRAINING PODCASTS TRAINING MATERIALS
-BUY ONLINE-
CLIENT TESTIMONIALS FREE TRAINING NEWSLETTER FAQs OUR UNIQUE SERVICES CONTACT US  

 

TRAINING COURSE: Dealing With Difficult People

 

BOOK NOW  - YOU CAN NOW BOOK YOUR COURSE IN THREE WAYS

 

1. CLICK HERE TO DOWNLOAD A (PDF) COURSE BOOKING FORM

or

2. CLICK HERE TO BOOK AND PAY FOR YOUR COURSE SECURELY ON-LINE WITH PAYPAL

or

3. CALL US ON 0044 0208 269 1177 TO BOOK AND PAY VIA CREDIT CARD (VISA, MASTERCARD, AMERICAN EXPRESS)

A problem, any problem, is the difference between what you have got and what you want. Whenever you think this difference comes about because of someone's actions or behaviour, you have what we are going to call a people-problem. It does not matter whether you are right or wrong in your thinking; all that matters is that you are aware of a gap between what you have got now and what you want and believe it is being caused by someone's actions. The actions may be those of your spouse, your children, your friends, your colleagues, your subordinates, your boss, your competitors-anyone, in fact, and even yourself.

 

Our dealing with difficult people courses are one of our popular courses as it effectively demonstrates how to neutralise problem situations in the workplace.  It covers a wide range of scenarios that occur in the workplace such as; working with aggressive people, disagreeing with others, handling bullies at work, dealing with ignorant people at work and working with unreasonable people.  This course will cover mediation and will show delegates how valuable managing and mediating conflict is when managing or handling difficult staff/employee(s).  The dealing with difficult people at work course also provides useful information for working with a difficult boss/manager and guidance on how to deal with bullying in the workplace.

Assertiveness skills, Dealing With Difficult People Stress Management and Time Management are some of the courses trained by Total Success Training in London and throughout the UK. We have over 18 years experience training people on strategies to improve productivity and enhance self development.

HOME PAGE BOOKING A COURSE
-DATES&PRICES-
TRAINING PODCASTS TRAINING MATERIALS
-BUY ONLINE-
CLIENT TESTIMONIALS FREE TRAINING NEWSLETTER FAQs OUR UNIQUE SERVICES CONTACT US

CLICK ON COURSES FOR FULL OPEN COURSE AGENDAS

Executive Coaching - Our bespoke 1-2-1-training programme

Appraisal skills (one day) - updated to include new legislation

Appraisal skills training - Handling the difficult appraisal (one day)

Assertiveness Skills (one day)

Assertiveness and managing conflict (one day)

Coaching for managers (one day)

Customer Service and Customer Care (one day)

Correcting poor performance and disciplinary procedures (one day) - updated to cover current legislation inc The Equality Act 2010

Dealing with difficult people (one day)

Interviewing skills (one day) - updated to cover current legislation inc The Equality Act 2010

Introduction to selling (one day)

Leadership and team building (one day)

Letter and report writing (one day) - updates include writing e-mails

Management training - Managing Difficult Employees - Handling problem people (one day)

Mediation Skills (one day)

Negotiation skills (one day)

Presentation skills (one day)

Presentation skills (two days)

PowerPoint Presentation skills (one day)

Advanced Presentation skills (one day)

Project planning for non-project managers (one day)

Stress Management (one day)

Stress and Time Management (one day)

Telesales and Telemarketing (one day)

Telephone skills and customer care (one day)

Time Management (one day) 

Time management working with Microsoft Outlook (one day)

Time management working with Microsoft Outlook 2010 (one day) 

Management Training / New Manager (two days)

Training the trainer (one day) - CPD Accredited

 

EXECUTIVE COACHING One-to-one leadership and management coaching

Appraisal skills (one day) - updated to include new legislation

Assertiveness Skills (one day)

Assertiveness and managing conflict (one day)

Coaching for managers (one day)

Customer Service and Customer Care (one day)

Correcting poor performance and disciplinary procedures (one day) - updated to cover current legislation inc The Equality Act 2010

Dealing with difficult people (one day)

Interviewing skills (one day) - updated to cover current legislation inc The Equality Act 2010

Introduction to selling (one day)

Leadership and team building (one day)

Letter and report writing (one day) - updates include writing e-mails

Mediation Skills (one day)

Negotiation skills (one day)

Presentation skills (one day)

Presentation skills (two days)

PowerPoint Presentation skills (one day)

Advanced Presentation skills (one day)

Project planning for non-project managers (one day)

Stress Management (one day)

Telesales and Telemarketing (one day)

Telephone skills and customer care (one day)

Time Management (one day) 

Time management working with Microsoft Outlook (one day)

Time management working with Microsoft Outlook 2007 (one day) 

Management Training / New Manager (two days)

Training the trainer (one day)


We provide many free articles packed with valuable information about the topics we train. Our newsletter page contains many more. Here are some of our more recent articles

Presentation tips

Overcoming presentation fear

How to structure a presentation

Interviewing Skills

Good work through praise

Time management tips

Time management skills

Managing your e-mail

Time management and working from home

Assertiveness Self Assertion Analysis

Self Assertion Analysis

Becoming More Assertive

Dealing with difficult people

Customer Service on the telephone

Telephone skills and Customer Care

Managing your stress

Organisational stress management

Practical appraisal skills

Planning an appraisal and setting objectives

Giving feedback in an appraisal

The power of attitude in selling

Opening the call effectively

PowerPoint presentation tips and techniques

Using visual aids in PowerPoint presentations

How to use transitions in PowerPoint presentations

WHO WILL BENEFIT FROM THE COURSE?

This course is of value to managers, supervisors, customer service staff, front line and call centre staff and those who handle the following:

  • Aggressive and angry and customers

  • Hostile negotiators

  • Conflict with colleagues and other departments

  • Aggressive and hostile behaviour from senior colleagues and management

  • Defensive and angry reactions from team members when reviewing performance

  • Continual negativity from colleagues and project team

Delegates will learn how to:

  • Develop specific strategies for conflict resolution

  • Recognise classic profiles of difficult people and strategies for handling them

  • Pre-empt challenging situations and avoid escalating them further

  • Develop communication skills designed to improve your delivery of bad or unpleasant news

  • Recognise personality types with which you may clash

  • Develop assertive skills and behaviours

  • Handle aggressive behaviour

  • Deliver negative feedback to a colleague or subordinate

  • Give positive feedback

  • Calm angry, upset and unresponsive individuals

 

DEALING WITH DIFFICULT PEOPLE COURSE AGENDA

Morning  -  9.30-1.00

  • Introduction/course aims and objectives

  • The essentials of good communication

  • Analysing your conflict resolution profile

  • Recognising classic profiles of difficult people

Afternoon  -  2.00-5.30

  • Recognising the personality types with which you may clash unconsciously

  • Handling bullies and aggressive personalities

  • Communicating with unresponsive individuals

  • Using behavioural modification

  • Diffusing conflict

  • Role-play and critique

  •  Action plans

  • Course paperwork

  • Questions and answers

Our training is carried out in a risk free environment which encourages delegates to practice the skills needed for successful appraisals. We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.

 

 

Why choose Total Success for your training?

  • our lead trainers have over 18 years experience in training

  •  a maximum of 8 delegates means more time spent on individual needs

  •  we guarantee to run the course and will never cancel at the last moment

  •  free subscription to our monthly training newsletter

All open courses are trained in Central London at the St Giles Hotel.

Each delegate receives a comprehensive training workbook that doubles as an open course manual. Courses run from 9.30-5.30 with lunch and refreshments provided.

 

IN-COMPANY COURSES

Total Success have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Please call us to discuss your specific requirements

 

If you require information on our other courses, please click on the links to your left.

 

Back to TOP

OUR PREVIOUS CLIENTS INCLUDE:

 

Rothschild

Thames Valley Police

National Air Traffic Control

Tesco

Luton Borough Council

Legal Services Commission

Remploy

Physiological Society

British Retail Consortium

University of East London

Amnesty International

Hyde Housing

Carbon Trust

Glaxo Smith Kline

Game Conservancy Trust

Serco

Docklands Light Railway

Suffolk County Council

Thale Translink

Tennyson Group

Goldman Sachs

Merseyside Police

Mencap

Renaissance Hotels

Berners Hotel

South East Essex College

Johnson and Johnson

Ernst and Young

Toshiba

London Borough of Greenwich

Direct Line Insurance

Rank Leisure

Epilepsy Society

Lloyds of London

Bank of America

Level 3 Communications

Abbey Life

Thistle Hotels

Tetrapak

Informa Group

Marcus Evans

Legal and General

Nationwide Building Society

Eurostar

HJ Heinnz

Halifax

Barclays Global Investors

BAE Systems

Holmes Place Health Clubs

Action Energy and the Carbon Trust

British Airways

STA Travel

Ernst and Young

London Borough of Greenwich

The Royal Society

Cancer Research

The Film Council

Pfizer

Diageo

London Chamber of Commerce

Metro Newspaper

Universal Pictures

Nestle

London Borough of Lambeth

British Gas

Age Concern

ICI

St John's Ambulance

HOME PAGE BOOKING A COURSE
-DATES&PRICES-
TRAINING PODCASTS TRAINING MATERIALS
-BUY ONLINE-
CLIENT TESTIMONIALS FREE TRAINING NEWSLETTER FAQs OUR UNIQUE SERVICES CONTACT US

 

TOTAL SUCCESS PAGES:

Site Navigation aid - Links to all our web pages are listed below

 

- Training Pages -

Assertiveness Skills - Assertiveness and managing conflict - Time Management - Management Training / New Manager - Sales Course / Introduction to Selling - Telesales and Telemarketing - Presentation skills - PowerPoint Presentation Skills - Appraisal skills - Interviewing Skills - Stress Management - Leadership and team building - Coaching for managers - Letter and report writing - Dealing with difficult people - Customer Service and Customer Care -Correcting poor performance and disciplinary procedures - Negotiation skills - Training the trainer - Telephone skills and customer care

- Newsletter Pages -

Presentation tips - Overcoming presentation fear - How to structure a presentation - How to master body language plus a useful presentation checklist - Asking questions in interviews - Structuring a recruitment interview - Good work through praise - Time management tips - Time management skills - Managing your e-mail - Time management and working from home - Time management links - Assertiveness Self Assertion Analysis - Assertiveness links - Self Assertion Analysis - Becoming More Assertive - Constructive criticism and disciplinary procedures - Dealing with difficult people - Dealing with difficult customers on the telephone - Customer Service on the telephone - Telephone skills and Customer Care - Managing your stress - Organisational stress management - Practical appraisal skills - Planning an appraisal and setting objectives - Giving feedback in an appraisal - The power of attitude in selling - Opening the telephone call effectively - PowerPoint presentation tips and techniques - Using visual aids in PowerPoint presentations - How to use transitions in PowerPoint presentations - Negotiating with difficult people - Planning a successful negotiation - Managing meetings - Train the trainer training - Presentation planning form - Handling conflict in appraisals - Project management - Neuro-Linguistic Programming - Management skills - Leadership Skills - Stress Management and Control - Customer Service and Customer Care - Management checklists for Training courses - Planning form for Public Speaking Presentation - Managing your e-mails - Stages of Competence in Training - Time Management and Technology - Training Stories and Anecdotes -

- NEW Newsletter Pages -

Stress Quiz: How Stressed are you? - Recognising and Combating stress - Managing Stress - Relaxation techniques for managing stress - Relaxation using simple and personal mantras - Stress and the Credit crunch - Using Humour in Presentations - Attention gaining tips for Public Speakers - How to make the best of closing your presentation - Making Powerful Presentations - Using Visual Aids in Presenting - The importance of FlipCharts in Presentations - Improving your presenting style - Vocal and Diet tips for presenters - Rate you Presentation effectiveness - Dealing with Difficult Audiences - Overcoming Presentation Anxiety - More Presentation Anxiety tips - Dealing with Difficult people at work - Tips for Dealing with difficult people - Dealing with Difficult People-the arrogant person - Dealing with Difficult People-the aggressive person - Customer Service during Christmas - Time and Stress Management - Successful Telesales - What type of leader are you? - Vocal Elements of Communication in Leadership - Managing Pressure - Handling Very Difficult Customers - Opening Negotiations Effectively - Tips and Techniques for Sales Presentations - Rules of Assertiveness - Product Demonstration Skills - Personality and Stress - Handling Objections - Methods of Overcoming Resistance - Effective Communication in Negotiations - Your Response to Stress - Dealing with conflict and aggression - Co-Presenting Tips and Techniques - Controlling the Call - Contact Strategy - Becoming Assertive in Negotiations - Situation Leadership for Coaches - What is your managerial style? - Giving Praise - How great can you delegate 1 - How great can you delegate 2 - Management superstars - Delivering effective course content - Dealing with complaints - Practical guide to punctuation - The sequence of a report - Top tips for writing effective emails - Aims and Objectives for the New Manager - Question Techniques in Group Training - Its not What you say, but How you say it! - How to overcome and channel fear - Why is project management important - Project definition and proposal - Estimating time accurately - 10 step guide for Project Planning - Project Progress Meetings - Assess your problem employee - Disciplinary Procedures Guide - Disciplinary Rules - The equality act 2010