CPD: MANAGEMENT SKILLS
Handling Difficult People And Situations

Duration:    
3 hours

Format:
Small group workshop and practical case study exercises

Objective:
The objective of this course are to strengthen the participants’ people handling skills, including persuasion and influencing and ensure that participants are effective when handling difficult people and situations relevant to their day-to-day work.

Topics:

  • Introduction
    • How I perceive myself v. How I am perceived by others
    • Credibility and influence when handling difficult people
  • Persuasion and influencing
    • The process
    • Your ability to persuade and influence others
    • Listening skills
    • Body language and communication
  • Conflict resolution
    • Effective techniques for resolving conflict
    • Building consensus and using it to effectively
  • Assertiveness
    • Handling delays and issues outside of your control
    • Addressing complaints
  • Feedback
    • Giving and receiving feedback

Outcomes:
The success measures for the course are:

  • Participants gain confidence to use their people handling skills effectively both within the firm and externally; and
  • Improved performance of participants when undertaking their day-to-day work.

Training Team

Elspeth Mills Rendall

Module Leader
Elspeth Mills Rendall

Trainer
Rachael Davis-Stollar

Trainer
Judith Raphaely

Trainer
Shalini Sequeira

Trainer
Mark Sinclair

Trainer
Emma Tegerdine

Trainer
Portia Thornhill

Fresh Professional Development  Ltd, The Forum, 277 London Road, Burgess Hill, West Sussex, RH15 9QU
t. 01454 550066, e. info@fdg.uk.com, w. www.freshpd.com © Fresh Professional Development Ltd. 2017

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