6 October 2019 10:00 - 15:30

Dealing with Difficult People (London)

Awkward clients or customers. Prickly colleagues. Meddlesome managers. Tricky students. Difficult behaviour can manifest itself in many ways in the workplace. But whoever it comes from, one thing’s for certain: the stress it causes us can really hurt – even to the extent of illness and absenteeism. It also takes its toll on productivity and can be extremely time consuming, having to deal with difficult people.

Aims

• To learn how to deal rationally with difficult people whose behaviour – whether face-to-face, by telephone or by email – can become demanding and aggressive.
• Find out how to say no and mean no.
• Discover how to be more assertive.
• Develop skills to cope by not taking things personally.
• Recognise the stages in conflict escalation

Learning Outcomes

By the end of the workshop, through led discussion, practical & interactive activities, case study and individual exercises, you should be able to:

• Identify the different types of difficult behaviour, the source of those behaviours and some very useful, practical tactics and strategies to employ when dealing with difficult people
• Appreciate the role that conflict plays in dealing with difficult people and recognise the stages in conflict escalation and how reacting [or not, as the case may be] at an earlier stage might help moderate difficult behaviour
• Develop assertiveness strategies and understand the difference between passive, aggressive and assertive behaviour
• Practise saying ‘no’ and meaning ‘no’ more often, and without feeling guilty and/or repeatedly apologising
• Learn how to stop taking things personally, to develop emotional intelligence, which leads to resilience, and to ensure your ‘locus of control’ is within
• Appreciate the important impact of your personality, and that of others, in dealing with difficult people
• Develop ways in which to motivate difficult people to moderate their behaviour, by understanding human needs and wants
• Deal effectively with aggressive people and develop skills for defusing anger and calming people down
• Successfully handle sarcasm and intimidating comments
• Recognise appropriate body language to use when dealing with difficult people

Venue

RAD headquarters, London, SW11 3RA

Tutor

Sandy Keating

CPD Hours

8 hours Time-Valued CPD

Fees

Members of the Royal Academy of Dance receive discounts on all CPD activities.

How to apply

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Who can attend?

Anyone who would like to learn strategies for dealing with ‘difficult people’ and situations at work, whether these involve dealing with customers or colleagues.