It’s great when our work lives are not disrupted by difficult colleagues, but the reality is that most of us have had to work with people who cause problems, whether customers or staff. As managers we can’t walk away and hope everything works out. What do we do? What should we do? This course will look at the problems that can occur, drawing on participants’ experience, and consider ways of managing the situation and the person effectively.

 

 

Who should attend?

This course is primarily aimed at anyone responsible for managing difficult staff – supervisors, team leaders, operational managers. It will touch on managing a difficult boss and difficult customers but is largely focused on management of difficult staff.

 

 

Course objectives

Develop the ability to deal with difficult staff and challenging behaviour and attitudes while maintaining your professionalism.

 

 

Course content

To achieve our objectives, we will look at:

• Seeing things differently – behaviour, beliefs and assumptions
• Analysing behaviours & making assertive choices
• Courageous feedback
• Managing ‘bad news’
• Techniques & tools for handling conflict
• Your conflict styles
• 8 steps to conflict resolution

This course falls under the "Introduction to Supervision" banner and can be taken alongside the Supervisor's Role and Leadership Style and Motivation through Delegation Virtual courses  (should you wish to).  Please see the website for dates of these courses.