Managing Difficult People

Course Aims:

This course is for managers who want to improve how they deal with ‘difficult’ team members and / or colleagues. It is also useful for HR professionals who are looking to learn best practice in this area. Dealing with difficult people is a challenge that can consume a manager’s time and energy, and to avoid this, managers need strategies to help them deal effectively with problem behaviour.

Course Objectives:

At the end of this course delegates will be able to:

  • Demonstrate a better understanding of the root causes of difficult behaviour.
  • Use new skills and techniques to deal assertively and confidently with difficult behaviours.
  • Stop difficult team members demoralising the others.

Duration/Location:

1 day/In house

Introduction
  • What is difficult behaviour?
  • What causes it?

Management strategies to deal with different situations

  • People who don’t deliver
  • People who disrupt the team’s performance
  • People who are often aggressive
  • People who are overly cynical and destroy team morale
  • People who do not respond to standard performance management processes

Understanding different types of personalities

  • Strategies for dealing with different personalities

Continual performance management

  • Setting improvement targets
  • Reviewing performance
  • Holding people to account

Understanding the legal issues

  • Knowing your rights and theirs
  • Knowing when to involve HR
Action planning
  • Transferring learning back to the workplace