Course Details
Dealing with Difficult Behaviours
14 Nov 2013
Professional Development
Developing Others
New Zealand Institute of Management
4th Floor, Phillips Fox Tower, 209 Queen St, Auckland, CBD
Two Days
14 & 15 November
14 & 15 November
$1,200.00
for members and $1500.00 for non members
for members and $1500.00 for non members
BUSINESS CHALLENGE
The behaviour of others can be one of the most challenging situations for any manager. The ability to manage both the psychological and practical sides to difficult behaviour is the defining characteristic of a great manager or team member.
TARGET AUDIENCE
Dealing with Difficult Behaviours provides all the necessary skills to effectively manage difficult behaviour within and outside the workplace.
If you are faced with dealing with the difficult behaviour of colleagues, suppliers or clients this programme is an essential business tool. Workplace personality difficulties will become a thing of the past.
LEARNING OUTCOMES
On successful completion of this programme, it is expected you will have the tools to be able to:
Develop confidence and control when dealing with difficult people
Know how to communicate effectively and generate co-operation from others
Understand your own emotional states and how to control them to avoid being manipulated
Read the early signs of conflict and what to do to avoid escalation
Use effective methods to diffuse or resolve situations with difficult people without becoming emotionally charged
Gain the confidence to become an effective communicator
Be able to diffuse or resolve conflict in the workplace and to solve problems in a creative manner
Reduce the stress caused when difficult people are not dealt with effectively
PROGRAMME STRUCTURE
This programme is based on interactive and participative learning methods. You are encouraged to contribute your own experiences, to address specific difficulties that you encounter in your business relationships.
The behaviour of others can be one of the most challenging situations for any manager. The ability to manage both the psychological and practical sides to difficult behaviour is the defining characteristic of a great manager or team member.
TARGET AUDIENCE
Dealing with Difficult Behaviours provides all the necessary skills to effectively manage difficult behaviour within and outside the workplace.
If you are faced with dealing with the difficult behaviour of colleagues, suppliers or clients this programme is an essential business tool. Workplace personality difficulties will become a thing of the past.
LEARNING OUTCOMES
On successful completion of this programme, it is expected you will have the tools to be able to:
Develop confidence and control when dealing with difficult people
Know how to communicate effectively and generate co-operation from others
Understand your own emotional states and how to control them to avoid being manipulated
Read the early signs of conflict and what to do to avoid escalation
Use effective methods to diffuse or resolve situations with difficult people without becoming emotionally charged
Gain the confidence to become an effective communicator
Be able to diffuse or resolve conflict in the workplace and to solve problems in a creative manner
Reduce the stress caused when difficult people are not dealt with effectively
PROGRAMME STRUCTURE
This programme is based on interactive and participative learning methods. You are encouraged to contribute your own experiences, to address specific difficulties that you encounter in your business relationships.
NZIM Qualified facilitator