Create better results with "difficult people"
Do you want to work with conflicts or just prevent them?
Beate Bjelke gives you inspiration, knowledge and the confidence you need to take the initiative with “difficult people” at work.
One “difficult person” in a group can easily recruit others – and before you know it, you have a full fledged conflict – paralyzing all work and attempted solutions, destroying relationships along the way.
“Unfortunately, difficult people don’t just leave the organization. You have to deal with them – and with the culture that they are a part of. Preventing conflicts can be the most profitable investment ever.”
Sometimes a “difficult person” is a customer. Giving staff the training and confidence neccessary to deal with this, will help reduce stress - both for the staff and for the customers.
Elements of the training:
- What is a "difficult person"?
When do we feel that others are difficult?
- Taking a look inside that person — and ourselves.
- Why politeness and diplomacy are not enough.
- Conflicts and paralysis in a group — how bad can it get?
- Not dealing with it — is it possible?
- The role and responsibilities of the leaders.
- How to communicate with difficult people.
- How to communicate in conflicts.
- Dealing with difficult customers.
- Respecting others — what is my responsibility and what is theirs?
- Strengthen your confidence — take a position — be responsible
What you need to communicate proactively.
- The culture of cooperation; bounderies, consequences, trust, clarity, expectations and promises, problem solving, "fair fighting" and "me first". Learning to create a culture where prevention is built into communication and the relationships.
This training programme stands alone — and is, for the most part, enough to help you create the culture needed in your work group.
However, if you consider other efforts necessary (such as surveys, interviews, interventions or coaching), we will make sure to align the training with your other efforts — so you get the maximum result from all your investments.
Why?
To combine insight and inspiration, theory and proven, best business practices.
To provide tools and confidence to deal with counterproductive atti-tudes and behaviours
To help you create a good working climate, so you attract and keep the best staff
To build a team of managers who are not being manipulated with, but who actually manages
For whom?
Team leaders, all managers e.g. project managers, group leaders, executives
Especially new managers/group leaders
Service providers
Staff from the public sector with many contacts outside the organization
Trainer?
Beate Bjelke,
Trainer, consultant, coach
Personal Efficiency
Self Leadership
Project Management
Presentation Skills
Organizational Change
Projcts developing teams
Projects solving conflicts
Individual coaching processes
Duration
0,5 - 2 days
Lisätietoja
www.competenceforum.fiOy SpeakersForum Finland Ab
Sinikalliontie 5 A
02630 Espoo
+358 201 552 990
info@competenceforum.fi