Succeeding with Difficult People

Workshop Agenda:

Session 1:

• Defining Difficult Behaviour
• Is it Me?
• The Importance of Assertiveness
• Ten Types of Difficult Behaviour

Session 2:

• The Importance of Listening Skills
• How to Become a Better Listener
• Reflective Listening Practices
• Interpreting Body Language

Session 3:

• Human Nature
• Conflict in the Workplace
• Approaches to Conflict Resolution
• Conflict Resolution Planner

Session 4:

• Types of Aggressive Behaviour
• Dealing with Non Threatening Aggressive Behaviour
• NHS Zero Tolerance Campaign
• Some Basic Steps
• Assessing Further Training Requirements

Workshop Objective

Providing front line services is a tough job - this dynamic workshop provides clear guidance on how to make it as easy as possible by focussing on meeting needs first time. Yet all staff still need strategies for dealing with difficult situations and people - whether service users or colleagues. Delegates will leave with a personal action plan aiming to achieve better outcomes for everyone.

The aim of this one day workshop is provide delegates with the skills to deal with difficult people in the workplace. These may be patients, colleagues or other people they meet in work situations. By the end of the workshop delegates will be more confident in their ability to deal with these tricky situations.

Who should attend

This workshop is suitable for all those who work in supporting functions in the primary care environment such as:

• Receptionists
• Secretarial and Administrative staff
• Other Support Staff

Workshop Duration

Full Day or Half Day

Feedback from delegates

"Very informative training session. Really good knowledge."
Sarah O'Neill, Burnt Green Surgery

"A very useful informative course."
Max Yeadon, Dow Surgery

"Realy enjoyable course and trainer was really engaging."
L.Atkinson, Elgar House Surgery

"Really enjoyed, happy to have received useful information that i will use."
C.Firth, Elgar House Surgery