Workshop Objective

The aim of this workshop is provide delegates with the skills to deal with difficult people in the workplace. These may be patients, residents, 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.

Learning Outcomes

The learning outcome of this workshops are;

• Defining Difficult Behaviour
• Is it Me?
• The Importance of Assertiveness
• Ten Types of Difficult Behaviour
• The Importance of Listening Skills
• Interpreting Body Language
• Types of Aggressive Behaviour
• Dealing with Non Violent Aggressive Behaviour
• Some Basic Steps
• Assertive language and techniques
• Personal action planning