BUSINESS SKILLS COURSES:
Handling Difficult People and Situations

Intended audience:
Business services team 

Duration:
3 hours

Format:
Small group workshop, including case study exercises

Objective:
The objective of this course is to build the participants’ people handling skills, including persuasion and influencing skills. 

Topics:

  • Introduction
    • How I perceive myself versus how I am perceived by others
  • Persuasion and influencing
    • The process
    • Your ability to influence and persuade
    • Persuasion skills – credibility
  • Conflict resolution
    • Effective techniques for handling difficult people
  • Listening skills 

Case study exercises:
Participants work on practical case studies designed to simulate typical situations that they might encounter in their day-to-day work and will need to handle effectively.

Outcomes:
The success measures for the course are that participants:

  • Recognise the relevant factors when dealing with difficult people and situations
  • Are able to apply the skills learnt effectively in their day-to-day work

For further information or to make a booking please contact fresh: telephone 01444 240 124 or email: Rachel Berry: rachelberry@freshpd.com

Training Team

Elspeth Mills Rendall

Module Leader
Elspeth Mills Rendall

Trainer
Rachael Davis-Stollar

Trainer
Judith Raphaely

Trainer
Shalini Sequeira

Trainer
Mark Sinclair

Trainer
Portia Thornhill

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Fresh Development Group Ltd, Aztec Centre, Aztec West, Almondsbury, Bristol, BS32 4TD
t. 01454 550066, e. info@fdg.uk.com, w. www.freshpd.com © Fresh Professional Development Ltd. 2017

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