PROGRAMME

Understanding behaviour and its effects

• what makes a person difficult? Recognising difficult behaviour
• an introduction to transactional analysis
• how, by understanding behaviour, we can modify other people’s style

Communication skills that help deal effectively with difficult people

• paraphrasing to avoid assumptions or misunderstandings
• using feedback in both positive and negative contexts
• listening and questioning skills to get the true perception of the situation, show confidence and gain control 

Three different behaviour types

• clarifying the difference between aggressive, assertive and passive behaviour
• recognising the effects of each type on oneself and others

Dealing with difficult situations

• situations at work that may arise – highlighting practical ways to deal with them
• dealing in fact and behaviour – not emotion
• using positive language and a positive approach to influence outcomes

 
Action planning.